Optimizing business performance is a driver of ROI. Private equity firms can find stronger returns and savings by examining customer service processes and outsourcing to produce better results where it makes sense.
Example: An electronic instruments manufacturer was displeased with the disruption and inefficiency caused by calls related to a warranty program. In addition, the call resolution times for this program had increased to almost a full day due to staffing and budget constraints.
A comprehensive solution provided:
Good customer experiences are essential to creating multiple avenues of growth. Fully-optimized customer service and support operations provide consistent scalability without upfront capital expenditure, enabling a private equity portfolio company to further leverage returns as the company expands. Engaging the right partner network empowers a company's customer service operation to flex as needs dictate, whether it's scaling for cyclical surges or planned market expansion.
For example: An emerging robotics company needed to expand its call service presence at the request of several new customers. At this stage, the company was not positioned to extend its staffing footprint to provide coverage 24/7/365 and sought a partner who could give them the engaged support customers require as they expand globally.
Private equity firms typically place debt on a portfolio company, which can constrain the ability to operate. Maximizing profit and growth while keeping capital expenditures to a minimum is a crucial driver of ROI. Outsourcing keeps capital investment in people and equipment to a minimum without sacrificing the customer experience. Private equity firms should ensure capital-efficient, profitable growth and a superior customer experience that drives value.
Example: A leading provider of cash handling technology solutions embodies the idea of switching service providers to streamline and improve ROI with its call center support processes. The goals were to reduce monthly costs while maintaining service effectiveness, and accommodating volume increases in certain key countries.