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.

retail ecommerce

Technology Modernization for Ecommerce

A large U.S. retail firm had a collection of ecommerce properties that it inherited through acquisitions, which were all running on separate Commercial Off-the-Shelf (COTS) platforms, causing challenges with application development and governance. A consultant on our team optimized the ecommerce ecosystem by moving a single system for subsequent migration to a microservices-based platform. We also developed continuous integration and deployment pipelines, and organized release management, making it possible for a bi-weekly release cadence with no production downtimes. We also achieved a 100% increase in features per release capacity and 90% reduction in escape defects while accelerating the development of a new platform by two months.

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SubZero BI case study

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 and implement 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, decreased BI initiative cycle time by 50% and mentored and transitioned an internal architect to the new BI Manager role.

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business optimization and robotic process automation

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.

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omni-channel CX 2

Transforming to an Omni-Channel Customer Experience

An association with 6 million members turned to Cimphoni for a multi-year initiative to streamline and evolve its customer experience across multiple lines of business and more than 170 locations. We spearheaded business strategy development, omni-channel customer experience (CX) design, the vendor selection process and the establishment of an ongoing program management structure. We were responsible for rationalizing disparate technology vendor platforms from 13 down to one and changing the technology organization’s mindset from favoring onsite solutions to embracing agile and cloud-based platforms. We also established a new organizational design, including the creation of a CX function that optimized the workforce around the new CX strategy.

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M&A Crisis Management

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, the project stalled out for a number of reasons. The result – a steep revenue decline and terrible employee morale. Cimphoni was engaged to bring the project back on track. An assessment revealed a host of business processes and technology issues in need of an overhaul. We stabilized and restored revenue generation across the agencies by creating standardized operational processes and technology footprints for all newly acquired agencies. We implemented systems integrations to improve workflows for employees and established clear corporate communication protocols and support systems. We also redesigned the supporting infrastructure to allow for future scalability. Finally, we assessed systems and processes across 160+ independent insurance agencies, isolating inefficiencies and identifying 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 emergency road service, travel and insurance products company on the East coast was found to be non-compliant with PCI requirements. It was facing penalties and sanctions, including the loss of the ability to accept credit card payments. We led the PCI remediation program and achieved both compliance and certification in a very short 8 months. The cybersecurity program we designed exceeded PCI requirements and significantly improved the organization’s cybersecurity posture. In addition to the technical compliance, our work included training employees regarding their roles in minimizing cybersecurity incidents and making cybersecurity a priority throughout the enterprise.

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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, using ServiceNow as the new IT service management platform.

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Rationalizing Go to Market Strategy

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. A Cimphoni consultant worked with NTT Data to define a new operating model that maximized the capabilities of each entity while broadening their go-to-market capabilities. He 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 IDEAtion

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.

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Centralized Telephony

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 target. 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 Executive Education

AI Executive Education / Use Case Workshops

Cimphoni has worked 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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Business Intelligence 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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Post-merger Integration

Post-merger Integration for Global Agriculture Equipment Manufacturers

CNH Global relied upon one of our consultants when they needed to find synergies and rationalize their infrastructure after mergers with New Holland (a division of Fiat). We led the IT portion of the post-merger integration effort, which included implementing new order management systems to reduce order-to-delivery cycle times, new engineering systems to enable collaboration on product design between operations in the USA and European Union, a new procurement system to improve procure-to-pay efficiency and lean manufacturing technologies to improve labor productivity. Data center operations and network management were also moved to Fiat in Italy while back office functions were consolidated at th U.S. headquarters in Wisconsin. 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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Wannacry ransomware

Relocating Data Centers for Sensient

This major manufacturer of food colors, flavors and fragrances hired Cimphoni to relocate its global data centers in London and Milwaukee to new hosted and managed service data centers in Milwaukee and Minneapolis. We provided the Interim infrastructure Director, created the project plan, assembled the team, negotiated the contracts and managed the process to move two AS400s and 250 Wintel servers while minimizing the business impact of the move. Ultimately, Cimphoni saved Sensient more than $3 million over three years in IT contracts while we also developed and implemented a disaster recovery plan, a strategic infrastructure project investment plan and formalized an infrastructure SLA reporting system for the organization.

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CIOs and CMOs Should Co-Lead Customer Experience (CX) Initiatives

Creating a Lean, Agile IT Organization in 18 Months

When an emergency road service, travel and insurance products company in Northern California was carved out from a larger entity, they called on Cimphoni to serve as their Interim CIO. In this role, we effectively set up their new IT organization, outsourced infastructure (app hosting, network management, service desk) to an Indian offshore managed service provider and implemented several SaaS solutions for member management, sales, marketing and customer service. We provided hands-on project leadership and successfully completed the carve-out in 18 months, while also delivering a 40% reduction in IT operating expenses. Finally, we recruited an experienced CIO to lead the organization at the completion of the engagement.

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Distributed IT Organization

Interim CIO Creates Distributed IT Organization

A consumer services company that provides emergency road services, travel and insurance products on the East coast was struggling to align the performance of its IT organization with the evolving needs of the business. The IT team was viewed as slow to react to business needs, weak on service, lacking in strategy and planning skills and too expensive. In a 2-year Interim CIO engagement, Cimphoni implemented a distributed IT organizational model to improve IT agility and speed, moving 20% of the IT staff to business functions in the first year. We also partnered with the business to create a 3-year IT strategic plan and guide investments, improved quality, reliability and consistency of IT performance and reduced IT operating expenses 10% in one year.

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CX at Sub-Zero case

Redefining the Customer Experience at Sub-Zero Wolf

Cimphoni enabled this privately-held luxury home appliance company to create seamless integration between its sales, marketing and showroom operations in order to improve the customer experience throughout its distributor and dealer networks. We also improved the company’s sales conversion through the design and implementation of improved sales processes, marketing automation and quoting capabilities, as well as implemented other best practice technologies that now enable the company to consistently measure campaign, showroom and dealer effectiveness.

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