Case Studies

Assessment of Telecommunications Infrastructure of a National Organization

Hospitality and Conference Center, Contact Center, and Administrative Facilities

Problem: The Chief Operating Officer’s objective was to build a premier information technology platform to integrate and communicate with their shared learning communities. However, there were many impediments to the success of this objective which included inadequate customer service, blocked calls and busy signals, inconsistent telecommunications staff support, and high long distance and audio conferencing costs.

Solution: WWA recommended the following changes

Training of their contact center staff to cross sell and up sell their customers and engage their customers proactively to improve their experience and encourage feedback from them for timely improvements.
Use of Chat on their website to handle inquiries and reduce voice calls.
Redesigned their trunking in order to eliminate blocked calls and busy signals to their call center and hospitality center.
Analysis of their audio conferencing and long distance costs estimated a 30 % cost savings if the company did a competitive procurement.
WWA also recommended retraining of their telecommunications staff to improve service and coordination with their vendor to correct maintenance problems.

Once the organization implemented the above changes, the client could then follow a technology roadmap prepared by WWA in order to achieve the COO's objective.

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Procurement of Voice Communications and Voice Messaging System for System Integrator

Problem: The company's voice communications system was aging, and there were lost and delayed voice mail messages and inadequate maintenance response from their vendor.

Solution: WWA managed a competitive RFP process and recommended an integrated voice communications platform from a vendor with an accomplished service history. Our firm also negotiated 10% off the vendor's Best and Final Offer and negotiated a favorable, performance based maintenance contract on behalf of our client.

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Business Development Engagement for Enterprise Software Developer to the Federal Government To Identify New Sales Opportunities

Problem: The Federal Government Sales Manager's territory encompassed eighteen civilian agencies and two Department of Defense agencies. His recent focus had been on the Departments of Justice and Treasury where he closed two very large sales, and he needed assistance to qualify any missed, potential opportunities in the sixteen other agencies and international organizations.

Solution: WWA scope of work was to generate a pipeline of opportunities which included appointments, software evaluations, and potential contracts.

WWA accomplishments included the following:

Developed specific strategies to conclusively qualify sixteen prospective civilian agencies and their component agencies, such as the Departments of Homeland Security, Housing and Urban Development, State, Commerce, Agriculture, Education, Health and Human Services, Transportation, Labor, Environmental Protection Agency, NASA, Central Intelligence Agency, Federal Deposit Insurance Corporation, the Senate, House of Representatives, and the World Bank.
Contacted CIO's, CISO's (Chief Information Security Officers), and other Information Technology managers based on personal contacts, industry events, & Salesforce.com.
Set up a new introduction at the Department of Homeland Security (DHS), Office of the CIO, which resulted into further referrals into its component agencies and subsequent technical evaluations at the Transportation Security Administration (TSA), Customs and Border Protection (CPB), Federal Emergency Management Agency (FEMA), and the Coast Guard.
At TSA, there was a successful RFP Response which led to $2.1 million sale.

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