Client List
Touchpoint Associates consultants have worked with some of America’s premier companies. From Fortune 500 to growing midsize market leaders, Touchpoint consultants have helped companies improve the customer experiences across all touch points. Customers include FedEx, Delta, Chrysler, Hanley Wood, DePaul University, University of Kentucky and others.
Recent Case Studies
DePaul University
Touchpoint Associates helped DePaul University discover and improve students experiences. Download DePaul Case Study
Sirius/XM Radio
Management Impact program helped drive Sales, Saves and Productivity for Sirius XM Radio’s Inbount Contact Center. Download XM Radio Case Study
Isagenix
Touchpoint Associates improved Isagenix’ customer service and employee morale with Management Impact Program. Download Isagenix Case Study
DePaul University
Developed a Support Roadmap to improve the technical support offered to over 26,000 students and over 4500 staff and faculty across university. Worked with the contact center and field services organizations to create an 18-month plan for improvement. Developed a new sales approach based on CRM strategies of building customer relationships versus taking orders on the phone. Increased the success of the center by developing and delivering a customized sales training program for all sales agents. Developed a new quality monitoring program and trained the management team on effective coaching techniques.
FedEx Express
Facilitated a meeting with the Global Marketing Group to develop priorities within the Customer Experience Management Strategy for five key international regions. Lead the team to develop a prioritized list of business rules that will be improved over the next 12 months based on customer research.
Blackman Mooring
Developed an opportunity snapshot for the inbound sales center. Developed a new sales approach based on CRM strategies of building customer relationships versus taking orders on the phone. Increased the success of the center by developing and delivering a customized sales training program for all sales agents. Developed a new quality monitoring program and trained the management team on effective coaching techniques.
FedEx Services
Designed and implemented a new Customer Experience Management Strategy for the company. Lead the team to develop an 18-month strategy for the dot.com marketing and automation division. Initiated a new on-line Customer Service Portal Strategy. Conducted field customer research to create a complete customer experience catalog.
FedEx Express
Created an 18-month Business Strategy Roadmap for the company’s customer service organization across 26 regional contact centers. The project included an in-depth analysis of the entire organization (management structure and agent roles), processes (policies and procedures), and technology (functionality and information). Developed an 18-month Strategy Roadmap for the company’s technical support organization of more than 500 agents in five international centers.
Delta Airlines
Developed and implemented a new human resource contact center for a large international airline. Integrated five smaller employee service centers into one contact center. The center services more than 20,000 employees, handing multi-channel contacts for benefits, travel, work schedules, travel partners, retirement, etc. The team implemented a Case Management tool to handle all inbound interactions. A long-term plan was developed for technology migration and integration to all relevant databases for future call types. Designed and implemented the Knowledge Management System for the center.
Dell Computers
Worked with the international sales contact center to improve management techniques and drive increased sales.
Asurion
Created a Strategic Roadmap for the international contact center organization of more than 600 agents. Developed a new Employee Incentive Program to support customer experience improvements. Developed a management training program to support the front-line management team. Developed a new Supervisor Training Roadmap.
Chrysler
Developed an Operational Scorecard to define how changes in processes and technology could directly affect the overall customer experience.
State of Michigan
Managed the opening of a completely new contact center organization to consolidate 26 branch offices to three regional centers. Implemented new IVR and CRM technology that completely automated the claims process.
Companies that have used our consulting, training and speaking services:
- Alltel Communications
- Ally Bank
- American Kennel Club
- Answer America
- Aspect
- Asurion
- Atmos Energy
- Austin Contact Center Association
- BanCorpSouth
- Bartlett Area Chamber of Commerce
- BellSouth Mobility
- Bellevue Baptist Church
- Blackman Mooring
- Blue Cross Blue Shield of Massachusetts
- CCSF
- Chase Mortgage
- Chrysler
- Corporate Express
- Deloitte Services LP
- Dell
- Delta Airlines
- DePaul University
- eTalk
- FedEx
- FT Mortgage
- GoDaddy.com
- HDI – Help Desk Institute
- Hanley Wood
- Hewitt Associates
- Hewlett-Packard
- Hilton Hotels
- Hunter Business Group
- ICMI – International Customer Management Institute
- ICT Group
- IIR – Institute for International Research
- Informiam
- International Paper
- International Institute of Research
- Louisiana Community and Technical College System
- Marquette Bank
- IQPC
- NBC Bank
- North Mississippi Payroll Assoc.
- Medisense
- North Texas Tollway Authority
- Old Kent Mortgage
- Provident Bank
- RightStar
- Riverway Bank
- Society of Entrepreneurs
- St. Jude Children’s Research Hospital
- State Farm
- State of Michigan
- The Kindness Revolution
- University of Kentucky
- WFS Financial
- XM Radio
- Zebra Technologies
Bob Furniss
For more than 30 years Bob Furniss’ career has focused on helping companies improve customer experiences. As the Director of Bluewolf’s Service Cloud practice (Bluewolf.com), Bob leads a team of consultants focused on improving customer service and engagement. The Bluewolf team works with clients in three key areas: Salesforce Service Cloud strategy/implementation; Social Media strategy and implementation in the contact center; and creating vision blueprints to help companies set a new course for their contact centers in the areas of people and technology.
Bob's career includes leadership positions in the areas of Contact Centers, Customer Experience, and Marketing with Touchpoint Associates, St. Jude Children’s Research Hospital, and several other leading companies.
Click here to email Bob direct
