Visionary Strategies. Flawless Execution.
Cimphoni is a team of highly experienced IT and business consultants whose focus is transforming enterprise performance through the application of emerging technologies that deliver exceptional, measurable results for our clients.
Cimphoni's services are aligned with many of the strategic imperatives facing executives today. Our consultants have insights and experience across key elements of business operations, technology and finance. We effectively align both C-Suite executives and front-line staff around strategy and plans as we manage teams, develop technical solutions, crunch the numbers, deploy projects and lead change. Cimphoni experts will supplement the skills and experience of your team to deliver real business value.
Interim CIO Transforms IT Performance at Theme Park
A well-known $1.4 billion theme park engaged Cimphoni to lead its IT function over a 15-month period with a focus on deploying new IT-enabled business solutions that improved the guest experience via integrated customer engagement channels outside of the park and in-park features like Quick Queue and a Pass Member loyalty program Our solutions increased both strategic and organic revenue growth with initiatives including a variable ticket pricing/yield management program, and improved back office business costs with a redesigned procure-to-pay process. Cimphoni also led several initiatives that reduced IT spending by 20% through renegotiation of vendor contracts, IT staff/contractor realignment and rationalization of infrastructure and applications. We implemented several IT service management processes that engaged business leaders in prioritization of IT investments and provisioning of IT resources, addressed PCI DSS compliance challenges and developed an enterprise architecture that provided a technical foundation for future IT investments.
Life Sciences Information Technology Assessment
An $800 million life sciences company requested an assessment of its IT function with the objective to improve IT agility and speed, the effectiveness of Run-Grow-Transform spend and ensure future IT investments delivered the expected business value. Certain elements of the company’s IT function were already decentralized and located in several business units. Initially, this improved the pace at which new IT investments were deployed. Over time, however, this decentralization came at a cost – increasing systems complexity, resulting in reduced business agility and longer time-to-value for IT investments. To address the complexity, Cimphoni recommended two initiatives: implementation of Guided Autonomy and deployment of an IT asset discovery platform. Guided Autonomy specified a framework to optimize speed, cost and complexity of the computing environment while also delivering expected business value of IT investments. The IT asset discovery platform provided an inventory of existing computing assets, which identified opportunities to rationalize these assets and reduce Run-Grow cost and complexity.
Omni-Channel Migration – Avaya to Genesys Cloud
Cimphoni was engaged by the client’s executive team to drive a major Customer Experience (CX) transformation starting with the retirement of legacy channel solutions including Avaya, and the transition to Genesys Cloud. Our work began by interviewing stakeholders to assess their operational and technical environments, writing the RFP and leading the evaluation and final vendor selection. Cimphoni negotiated contracts for implementation services and 5-year software and support agreements. We managed the overall implementation comprising a cross-functional client team and five external vendors. The platform was implemented across over 4,500 corporate, contact center and retail employees spanning 19 lines of business. The solution enabled four customer interaction channels built across over 400 Genesys Queues and included integrations with third-party Workforce Management (WFM) and multiple internal CRM/systems of record. The project culminated in the formation of new internal teams, new governance and workflow processes and a strong foundation to build upon.
Streamlining Home Equity Loan Processing via Robotic Process Automation (RPA)
A Wisconsin credit union with more than $4 billion in assets turned to Cimphoni when it sought to drive operational efficiencies and introduce technology innovation to enhance customer service. We determined that the credit union’s home equity lending line of business was particularly well-suited for improvement and innovation through Robotic Process Automation (RPA) and led the project from detailed process documentation and project justification through organizational change management and implementation of the technology solution. We completed end-to-end automation of home equity loans from application submission and validation to eligibility and offer determination to generation of reports and final documentation across multiple internal systems. Leveraging our metric-driven business optimization approach, we were able to deliver meaningful improvements in labor productivity, cycle time and compliance. We also identified numerous additional areas for future RPA implementations based on projected ROI.
The Customer Experiences that companies provide to their prospects and customers all require investment, focus, commitment, expertise and coordination to stay "healthy." It's not as simple as just investing in a best-in-class omni-channel platform. In this white paper, learn about the 3 fundamentals required to make your omni-channel customer experience successful.
Learn why your enterprise customer experience (CX) design should include creation of service blueprints to better understand the systems and processes required for each customer experience. Journey mapping is only part of the equation for holistic enterprise CX design.
If your organization needs a solution to the tension between corporate IT and “Shadow IT” within various departments, this white paper is for you. Cimphoni’s Guided Autonomy Governance Model provides the balance and collaboration required in today’s business environment.
If you're concerned about threats to your company's market share and its future success, this white paper is for you. It will provide you with ideas to leapfrog your competitors with emerging technologies that deliver business agility, innovation and improved productivity. Now is the time to position your business for growth.