With any consulting firm, the portfolio of work can be enlightening. We offer a few examples of work where we have led and delivered key results for our clients. This includes work in the following areas:

Reporting and Analytics

Call Center Effectiveness - Already living in an objective, metric-focused business, one of the nation’s largest financial services organizations wanted to improve the effectiveness of its outbound efforts. Drawing key metrics from a variety of internal systems, a new performance management system was created to improve focus on customer interactions, particularly cross selling opportunities. With a renewed focus, customer interactions increased six-fold while the cross sales rate increased by an order of magnitude. The net result was smaller and more focused campaigns. This demonstrates the true power of managing performance – the focus can be small, yet achieve demonstrable results.

Campaign Reporting - In order to manage Financial, Human Resources, and Alumni Giving programs within the organization, a private New England college had implemented a new management system. The college administration, however, required customized data access and analysis to allow planning, management, and control of these programs. Strafford designed and implemented a reporting and analytical system to allow administrators to determine specific reporting requirements, design specifications for the reports, and implement the system to allow management of day-to-day and periodic informational needs.

Coupon Redemption Analysis - A $13 billion retailer with nearly 1,300 stores needed a mechanism to analyze the impact of their coupon campaigns on redemptions and subsequent sales. Analysis of customer activity, from individual customers to groups, was required. Distribution of this analysis to decision making entities throughout the enterprise was needed. Strafford Technology provided the mechanisms for mid and top level managers to conduct analysis of the impacts and work and cash flow of these coupon campaigns, including coupon response rates, before, during, and after trends, and validity analysis.

Labor Productive Scorecarding - Like in the game of Monopoly, a “well managed” property with a hotel in the right location can generate some serious income. Devising the financial formula to manage hotels and determining where a “good location” for a hotel might be the business expertise of one of Strafford Technology, Inc. clients. A national hospitality management company required a system to automate corporate labor and revenue statistics reporting. These “Scorecard” reports measure daily,month-to-date and year-to-date performance statistics comparing actual to budget labor costs, cost per occupancy, and revenue metrics for all functional departments for each hotel property managed by the firm. The reports are compiled from a corporate data repository populated with data including actual daily labor costs (permanent and contract labor) from the corporate labor management application, monthly labor and revenue budget values maintained by corporate finance and actual daily hotel revenues and occupancy values collected using a custom web-based portal. The scorecard reports track a hotel property’s progress toward achieving specific profitability goals. Profitable hotel properties are then retained for revenues to acquire new properties or sold at a profit with a newly optimized operational infrastructure and the means to monitor and track it.

Legal Claims Analysis – Insurance companies capture every detail possible regarding insurance claims, including legal costs and timekeeping if the claim goes into litigation. A well known insurance company decided to update and streamline their older system to capture this legal claim data by redesigning both the front-end application and the back-end database used to capture this type of information from legal offices around the world. Strafford Technology was enlisted to assist with the data transformation from the new transactional database structure to a new reporting data warehouse as well as provide technical expertise in building new reports and converting existing reports utilizing the new data structure. The end result was a smooth migration with no loss of data or time-sensitive reporting on costs and timekeeping data associated with litigated claims.

Time and Attendance - A large governmental agency implemented a personnel tracking and reporting system, requiring customization and addition of detailed reporting on its employee’s time and attendance data. Detailed reports were used at various levels throughout the organization, from individual employees monitoring their individual time checks, to top level managers monitoring statistics on personnel utilization and group dynamics. Strafford Technology delivered a flexible solution and user-friendly reporting solution with sophisticated calculation processes which fits within the application and requires minimal maintenance.

Workforce Scheduling - In the telecommunications world, one of our nationwide carriers embarked on a $300 million annual program to reduce workforce requirements while maintaining and improving customer service. By collecting network predictive surveillance information and correlating it to customer service troubles as well as payroll and workforce dispatch data, Strafford built a data warehouse and the web based reporting application that allowed executives, analysts and line managers the ability to analyze the ROI on completed repair dispatches while also providing that same information for non-worked but recommended repairs (missed opportunities).

These are just a few examples of the many projects which we have completed in this area. Please contact us for more information.