ADS

Call Center Implementation

Advanced Drainage Systems Call Center Implementation

Background

ADS, a one billion dollar industrial manufacturing and distribution company, needed to implement integrated call center management system to improve the overall voice communication for their call centers and corporate offices.

Although ADS had seen significant growth in business in recent years, some of the challenges facing the company were the lack of measurement and tracking of customer service, inability to share customer knowledge across various organizations within the company and continuing to improve customer satisfaction. These were also compounded by the fact that the company needed to handle over 3 million customer service calls and 350,000 orders each year while it was expanding its business overseas.

Approach

ADS believed that Navigator’s fundamental project management principles and the “no heroes” approach to the overall implementation would make this implementation a success. A team of Navigator consultants leveraged its core Beacon Methodology to drive results from design through implementation. Our collaborative team approach helped in:
  • Leading inclusive team project planning
  • Documentation and coordinated communications
  • Rigorous testing
  • Detailed cutover planning

Results

Navigator successfully led a team of 25 people through the implementation of their new call center management system, including 4 call centers, 125 customer service representatives and 200 corporate users. As a result, ADS has improved accountability of customer, increased knowledge sharing and teamwork and improved customer access. The 4 call centers and 2 corporate offices were implemented on time, as planned.

"Navigator came in and quickly organized the project with its many moving parts and large project team. Navigator brought structured project discipline, high performance team concepts, and milestone-driven leadership to help the collective team execute the project to a successful on-time completion."
                                                                                             -Director of Information Technology and Project Sponsor