Case Studies

Innovate + Enable + Transform

Cimphoni has a proven track record of success. Learn more about what we do for clients in the case studies below, which provide just a sampling of our work helping companies transform their businesses.

Sub-Zero Wolf’s Business Intelligence Transformation

Realizing the full potential of Business Intelligence (BI) across the enterprise is a clear priority for many businesses, including Sub-Zero Wolf, a large luxury home appliance manufacturer. Cimphoni led the development of a business intelligence strategic roadmap and provided an Interim BI Manager to create a unifying BI framework for the company. Over six months, we successfully aligned business intelligence initiatives with overall business objectives, built an Operational Data Store, increased development velocity by 50%, mentored and transitioned an internal architect to the new BI Manager role and created an ongoing prioritization and execution process.

Employee Experience Redesign

M&A Crisis Management and Employee Experience Redesign

When a large insurance and travel organization acquired 40+ independent agencies and transitioned them to corporate process and systems, something went terribly wrong. A steep revenue decline and terrible employee morale revealed a host of business processes and technology issues in need of an overhaul. Cimphoni stabilized and restored revenue generation across the agencies by creating standardized operational processes and technology footprints for all newly acquired agencies, implementing systems integrations to improve workflows for employees, establishing clear corporate communication protocols and support systems, and stabilizing infrastructure to allow future scalability. To reach this point, we mapped systems and processes across 160+ independent insurance agencies, isolating efficiencies and opportunities for standardization. The results included reducing employee effort and overall process flow by 30%.

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PCI compliance

Achieving PCI Compliance Under Pressure

Cimphoni was called upon when a large consumer road service company was found to be non-compliant with PCI standards and was facing penalties and the potential loss of ability to accept credit card payments. We led the PCI remediation program and achieved both compliance and certification in 8 months. The cybersecurity program we designed exceeded PCI requirements and has continuously improved the organization’s cybersecurity posture. Our work included training employees regarding their roles in cybersecurity and making cybersecurity a cross-functional initiative across the enterprise.

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It Service Desk

Service Desk Redesign Reduces Open Tickets by 40%

When an insurance firm was frustrated with its internal IT service desk (or help desk) due to poor service levels and long resolution times, Cimphoni was brought in to completely redesign the service desk organization. We re-engineered key processes, systems and tools resulting in a reduction in abandonment rates from 23% to 9% in three months, while call volumes increased more than 15%. Open tickets were reduced by 40% and the average ticket age was reduced from more than 60 days down to 22 days. We also reduced repeat tickets through the implementation of Root Cause Analysis and Preventive Actions within ServiceNow.

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IT operating model

Rationalizing Go-to-market, Delivery and Back Office Capabilities

NTT Data acquired multiple firms and needed to rationalize the company’s go-to-market, delivery and back office capabilities to enhance efficiency and standardize processes and functions. Cimphoni defined a new operating model that maximized the capabilities of each entity while broadening their go-to-market capabilities. We developed a global application delivery and support team with 12 unique service offerings and developed common HR, finance, legal and procurement processes and policies. The Global Shared Service center enabled the reduction of 250 FTEs while improving process efficiencies and quality.

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IoT strategy

IoT IDEAtion

When an industrial component manufacturer was facing disruption to their traditional business model, they came to Cimphoni to help them identify and prioritize IoT use cases based on high-level business value. We then facilitated stakeholder alignment within their organization and developed the foundation for their overall IoT strategy.

customer service agent

Centralized Telephony Improves Post-Merger Customer Experience

When a large consumer travel association merged, the organization discovered it had five disparate telephony platforms spanning multiple vendors four overlapping dial plans requiring new extensions for every employee and four distinct workforce optimization (WFO) vendors with a variety of operational processes. Cimphoni standardized and centralized telephony, workforce optimization and business processes for the organization’s contact centers and 140+ retail locations in 10 months, well ahead of the 18-24 month predictions. The new unified capabilities drove nearly $1 million in staffing efficiencies, and the unified platform improved the overall customer experience.

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AI education

AI Executive Education / Use Case Workshops

Cimphoni works with executive leadership teams at numerous companies to introduce them to Artificial Intelligence (AI), automation and other emerging technologies. As part of this process, we initiate discussions on how these disruptive technologies can be leveraged to create new revenue opportunities and gain a competitive edge. Follow-on projects focus on starting small, iterating quickly, and building value.

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BI Conversion

Business Intelligence Conversion

A large Midwest tool manufacturer undergoing a full ERP replacement realized the business intelligence portion of the project was significantly behind schedule. Under aggressive time pressures Cimphoni quickly brought in a team to build out a new data warehouse and recreate all critical reporting in support of the new ERP system. Post go-live, the Cimphoni team leader served as the interim BI manager for six months before transitioning to a permanent manager.

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data center

Post-merger Integration for Global Agriculture Equipment Manufacturers

CNH Global turned to Cimphoni when they needed to find synergies and rationalize their infrastructure after mergers with New Holland and Fiat. We led the integration effort which included implementing faster order management systems that improved fill rates, new engineering systems to enable collaboration on product design across the Atlantic, a new procurement system and lean manufacturing technologies to reduce cycle time. Data center operations and network management were moved to Fiat while back office functions were consolidated at Case. Through these efforts, the IT budget was reduced by $75 million (15%) and direct material costs were reduced by 3 percent.

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Our team of seasoned business and technology professionals has been in your shoes, and we understand the pressure of competing priorities and unrealistic deadlines. We also know how to overcome those performance challenges and get you to a successful curtain call.