James Isaac Mitchell (Ike)

Fort Collins, CO   80525

970-231-0098 (m)   Ike@ikemitchell.com

Case Studies

IM

Case Study: US Army Materials Command

Logistics Modernization Program

Text Box: Challenge
Text Box: Actions
Text Box: Results

New SAP logistics system rollout requiring application support.  Transform a legacy application support organization to support the new application 

  

Technical Infrastructure:  Expand existing PBX to include Automatic Call Distributor for basic command and control capabilities. 

  End-User Self Help:  Create end user support portal to request support and provide self help knowledge content

  Operational Excellence:  Implemented basic contact center command and control capabilities including quality, accuracy, and performance management tools and processes

  One Call Resolution Rate:  Work with application and security specialists to migrate work from high cost programmers and analysts to support center

  

One call resolution rate raised from 16% to 35% in five months

End user self help portal deployed with 20 self help knowledge assets and formatted e-mail

Individual performance metrics made available to management for the first time.  Enabled deployment of performance and quality management programs