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.

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 consumer 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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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 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.

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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 executive 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 and changing the technology organization’s mindset from favoring onsite solutions to embracing agile and cloud-based solutions. We also established a new organizational design, including the creation of a newly formed function optimizing CX and employee engagement.

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, 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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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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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. 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 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.

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 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 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

When CNH Global needed to find synergies and rationalize their infrastructure after mergers with New Holland and Fiat, a Cimphoni consultant led the integration effort. The scope of the initiative 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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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 servers while minimizing the business impact of the move. Ultimately, Cimphoni saved Sensient more than $3 million over three years in IT contracts while also setting up disaster recovery, a strategic infrastructure project investment plan and formalized infrastructure 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 a travel company in Northern California, Nevada and Utah was carved out from a larger entity, they called on Cimphoni to serve as their Interim CIO and effectively set up their new IT organization to be agile and responsive to business changes, while enabling cost-effective scaling up or down to align with business needs. We provided hands-on project leadership and successfully completed the carve-out in 18 months, delivering a 40$ reduction in IT operating expenses. This included upgrading 2400 personal computers in the headquarters and retail locations, defining and deploying numerous SaaS applications, implementing an outsourced service desk and outsourced telecom managed services, migrating app hosting, and recruiting an experienced CIO to lead the organization when we were done.

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Distributed IT Organization

Interim CIO Creates Distributed IT Organization

A consumer services firm that provides road services and insurance products to consumers 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 helped 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, and other best practice technologies that now enable the company to consistently measure campaign, showroom and dealer effectiveness.

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