Business to Business

Corporate Express

Corporate Express (CE) is one of the world's largest business-to-business suppliers of office and computer products/services. CE sought to convert Customer Care into a consolidated strategic asset and improve standardization and efficiencies company-wide. The goal was to provide a powerful experience for customers via a centralized and standardized Customer Experience Center located in Aurora, CO. More than 500 Customer Service professionals would be recruited and hired over a six-month migration period. Sought after by the corporate sponsor, PowerHouse played a leadership role in all aspects of the two-year project. PowerHouse was a key member of the core decision-making team for all major consolidation initiatives. These included pre-project strategic planning, operational assessments, organizational planning and tactical execution, technology acquisition and deployment, and learning and performance programs.

Hapag-Lloyd (Americas), Inc.

Hapag-Lloyd (Americas), Inc. is a leading globally operating logistical services company. PowerHouse conducted a Call Center Operational Assessment that examined Customer Service processes and supporting technology. We created a design configuration to support the objectives of the operation and identified requirements for voice/data networks. PowerHouse also delivered customized Leadership Seminars to Call Center directors and managers.

Uline

Uline is the leading distributor of shipping, industrial, and packing materials to businesses throughout North America. PowerHouse conducted a Telecommunications Assessment of the Call Center’s telecom and technology environment. We evaluated the current telecommunications environment - including voice, data, and cabling - and analyzed communication requirements over the next five years. PowerHouse developed a long-term Strategic Plan for leveraging existing platforms and newest developments in telecommunications technologies to meet the needs of the organization for the foreseeable future.