Need a Growth Plan
Lack actionable information
Need to optimize operations
Need to grow telesales
Need to buy new software or applications
Lack consistent service delivery

Need a Growth Plan

Problem:

Most small businesses are growing. They find themselves to be in a constant battle with the overall vision and rate of growth for their organizations. Resources are tight so every decision must be a good decision. There is no time or resource to waste. Owners ask themselves, “Where is the best place for me to invest resources?”, “How can I grow revenue without adding the corresponding support costs?”. The key to understanding growth challenges and developing a migration plan for the future is in defining a focused view of operations and using that focus to build a tactical and strategic plan for the next 18, 24, and 36 months.

Solution:

The Comb Group has achieved 100% reference ability because our clients see marked performance improvement within weeks, not months and they are able to take the jointly developed growth strategy, migration plans, and simulation tools and continue the transformation without our help. Balanced Scorecards form the foundation for all growth planning. We provide the tools to help the organization continue to achieve results even when we are not there. It takes time to transform performance within an organization, months and even years. No one can wait months or years to see improvement and once the improvements occur, they must be sustainable. Quick fixes are just that, quick. They provide instant improvements but those improvements cannot be sustained. To ensure sustainability, The Comb group prefers to deliver services in a phased approach allowing your organization to ensure maximum benefit is received along the way.

Success Stories:

Media & Radio Networks-Optimization and Growth Planning
Small Business Outsourced Call Center-Optimization and Growth Planning
Small Business-Retail Optimization and Growth Planning

Lack actionable information

Problem:

You know that things are moving, you know what revenue is coming in, you know what expenses exist but you have trouble finding enough detailed operations data to make accurate and dynamic business decisions. You believe that the issue must be the accounting system or database system used by your customer service, order entry, or manufacturing staff. You don’t know the answers but you need them quickly.

Finding actionable information within a small organization is just as difficult as in larger organizations. Oh, there is data, but turning that data into a form that can be used is the challenge. You want to:

• Better understand shifts in customer perceptions
• Better organize customer service efforts to meet customer perceptions
• Understand how much support costs for each customer
• Understand if marketing and service initiatives are working in tandem or against each other

Solution:

Leveraging our team of advisors, we can help your business grow with a defined growth and migration plan that outlines a strategic infrastructure plan across people, process, and technology. This plan will mirror your strategic objectives and yet provides a growth model to measure future parameters to success. We utilize the Balance Scorecard Model throughout this process. Balanced Scorecard Business Model Benefits

• Clearly communicate the mission and vision of an organization to all levels and departments
• Enhance management focus and ensure initiatives are aligned to original mission and vision statements
• Ensure the readiness of your organization to engage in dynamic business events that might arise.
• Delivery of an operations and initiatives model that can be managed by your staff on a consistent basis without the need for outside assistance.
• Improve customer service and consistency in which that service is delivered

Success Stories:

Small Business Contact Center Outsourcer-Balanced Scorecard and Growth Initiative
Small Business Retail-Balanced Scorecard and Growth Initiative

Need to optimize operations

Problem:

You find that despite the efforts you have invested in improving organization performance, you find that conversion ratios are lower, miscommunications between marketing and sales continue to occur, there doesn’t seem to be a consistent process for communicating among departments and planning for future events always seems to leave critical operations issues rising as rollouts occur, and customers continue to have issues when multiple, complicated, follow-up is required.

Solution:

The Comb Group Diagnostics and Optimization services help you find untapped potential lying within your current systems of people, process, and technology, identify and build the appropriate performance management systems to manage all strategic objectives across the organization., integrate and standardize technology platforms following a merger or acquisition., consolidate disparate reporting systems and processes, transform business strategies to improve customer satisfaction, sales, loyalty, and retention, and/or increase your organizations ability to sustain improvements in sales activities by assessing skill competencies and by developing a program to match expectations to existing infrastructure abilities.

Success Stories:

Media & Radio Networks-Optimization and Growth Planning
Media & Radio Networks-Sales Optimization and Technology Selection
Media & Radio Networks-Workflow Analysis and Transition Planning
Small Business Outsourced Call Center-Optimization and Growth Planning
Small Business Retail-Optimization and Growth Planning

Need to grow telesales

Problem:

You have a marketing presence. Your marketing programs are “making the phones ring” in the sales center. Yet, conversion ratios are lower than expected. To maximize penetration of new and existing markets your sales staff need much more than selling skills. They need consulting skills. They need problem-solving skills. They need negotiating skills. They need relationship-building skills. Skills that help them convert more of what prospects are saying in general conversation into key selling information, listen more and hear less, understand how marketing campaigns and sales performance work in tandem to generate revenue, rise above the competition, reduce the cost of sale while maintaining relationships.

Solution:

The Comb Group has worked with several organizations through our Sales Performance Optimization (SPOÔ)service services. This service provides a method to improve and sustain high sales performance over time. Driving revenue increases in the next quarter of business after improvements is a must.

Success Stories:

Financial Services-Telesales Improvement

Need to buy new software or applications

Problem:

The myths-stemming from the never-ending supply of failed software development and replacement projects horror stories-revolve around: Cost, Time, Risk, Complexity

All are interrelated parameters. The process of deciding what to buy, build, or integrate, if performed with proper due diligence, can itself cost a sizeable percentage of the purchase price. Likewise, the further away from the 80 percent functional fit the package is, the more need for the package to be customized or tailored, which increases ultimate cost, not to mention risk. The cost of “wrap-arounds” can easily double the listed sticker price. Furthermore, if there is not a process in place that helps to identify a solid cross match of functionality that satisfies all business partners, the projects changes of success will be limited.

Solution:

The Comb Group has assisted in many business case and/or application evaluation processes that result in a delivery of:

• A consensus based prioritized list of Functional Specifications that all departments have agreed to with excitement, not just a “nodding head” to get the meetings over with.
• A systems roadmap including a detailed gap analysis with challenges identified at each milestone.
• Full Return on Investment Models for Financial, Process, People, Opportunity Cost, New Business Drivers.
• Recommendations from “Best in Class” products and services listing the top 3 providers of those products and or services.
• Fixed bid delivery cost for implementation of the applications under consideration.

Success Stories:

Financial Services-Speech Enabled Automated Systems
Media & Radio Networks-Sales Optimization and Technology Selection

Lack consistent service delivery

Problem:

In today’s market, with tight resources, organizations must make sure they are reacting to their customers effectively, in the manner that the customer respects. However, most organizations don’t understand their customers well enough to drive service in this manner.

When organizations understand their customers, they find that no matter what business process is put into place, consistent service doesn’t occur. Customers receive inconsistent answers when they talk to multiple people. Shipping clerks continue to error in quality and shipping fees.

Solution:

The Comb Group addresses these issues with our Customer Perception Analysis™. Through this program, The Comb Group will:

• Utilize your service centers as if we were customers to determine how your customers perceive your service
• Listen to live calls and watch other types of customer transactions as they occur
• Interview your service personnel

Results will be delivered using Value Stream Analysis techniques. These techniques allow you to focus on real, not perceived problems.

Success Stories:

Financial Services-Optimization and Growth Planning
Dispatch & 911-Optimization and Growth Planning
Small Business Outsourced Call Center-Optimization and Growth Planning