Client Category: Technology/Communications
Situation Overview:
Satellite communications operator receiving significant complaints and lost business from customers needing short time-window transmission. Significant excess "inventory" going unsold.
Pivotal Resources' Role & Solutions:
- Support Provided: DMAIC consulting and training
- Analysis: Analysis revealed equal levels of reviews for small, lower-income transmission orders as for large, long-term contracts. Requests for satellite time could not be turned around fast enough to meet customer needs.
- Solution: Pre-define criteria for validating customer credit and needs, and speed scheduling by reducing "checks" in process.
Results/Successes:
$1 million increased revenues in year one, improved relations with key transmission users.