Adam Smith Consulting helps organizations develop transformational programs to deliver the True AdvantageTM a strategic construct that yields a balanced and sustainable improvement beyond cost to include sales, revenue, and net income. We combine experience from corporate operations and the largest consulting firms to help your team develop strategies to gain consensus and the confidence to move forward, select and procure solutions and services, launch programs, and manage the journey.
SoMed(Social Media) represents one of the greatest opportunities to transform Customer Care operations. The potential impact goes beyond traditional cost improvement such as inbound call deflection or non-voice cost channels to the heart of customer sentiment where improvements in revenue, sales, and net income are driven by increasing customer loyalty.
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Infrastructure-as-a-Service (IaaS) is here to stay. In many cases an IaaS solution can be the enabler in an overall transformation strategy. However, allowing IaaS solutions to propagate throughout operating units without integrating the solution into the overall enterprise strategy often leads to diminished capabilities and decreased benefits.
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The benefits of labor arbitrage naturally erode over time. Transformation programs more aggressively impact costs as well as sales by targeting areas of the business process that can be optimized leading to reduced labor requirements and a more flexible and adaptable operation.
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SaaS solutions deliver significant benefits. However, SaaS solutions also create contractual liabilities, regulatory exposure, and privacy concerns. The largest risk can be SaaS operation which is designed to deliver standardized and not customized capabilities. SaaS solutions should be integrated into an overall enterprise strategy, where the needs and concerns of the organizations are well understood before sourcing begins.
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In the past 10 years offshoring has become increasingly common as a method to decrease costs. Thoughtfully balancing the impact of offshoring strategies across sales, revenues, and net income often indicates that transforming processes and reducing labor requirements can be more important than simply lowering labor costs.
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