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 consultants have expertise in a wide range of industries. This ensures that the team dedicated to your projects understands your industry and the issues challenging you. This depth of experience is reflected in the following sample projects from the past several years. Click on any client name for more detail. Click on project titles for more detail on specific projects.
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Blue Cross/Blue Shield of Massachusetts
Software end-user training for BCBS customers and associated health care providers.
- A computer-based tutorial on BCBS's DirectLink software, which gives human resourceadministrators on-line access to subscriber enrollment and maintenance.
- A computer-based tutorial on BCBS's Clinical Workstation application, which allows health care providers from different locations to access patients' diagnosis history, lab results, pharmacy profile, and scheduled appointments.
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Dun & Bradstreet
Many projects over the course of a 10-year relationship, including:
- A comprehensive needs analysis focused on customer education, including extensive customer surveys and interviews, focus groups, internal interviews at all levels, and analysis of documentation and call center data; resulted in recommendations regarding training, staffing, and documentation.
- Researched, designed, wrote, produced, and helped to implement a new employee suggestion program, which has now been running quite successfully for over eight years.
- A print and diskette-based Customer's Manual explaining to customers when to use and how to interpret the company's primary reports, how to interpret their statements, and where to go for additional help from D&B. We updated and produced this manual through annual revisions from 1991 to 1997.
- Interface design for a new release of Desktop Solutions, a Windows-based application used by customers to access the D&B Information Base.
- Product demos for Desktop Solutions, D&B Internet Access, and D&B U.S. Marketing Lists. Delivered via diskette for use by sales representatives, and by download or streaming from D&B's web site.
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Avaya - Customer Training
A family of multimedia CD-ROMs that provide end-user training for customers using several different Call Center management software applications sold by Avaya, including:
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Avaya - Sales Training
A range of sales training materials for international and domestic sales people and distributors who design, sell, and implement Avaya's call center products, including:
- Introduction to Call Center Business Concepts Kit, an attractively boxed set of self-study booklets and job aids introducing call center sales people to the business needs and issues of their customers and the industry.
- Call Center Technologies & Applications, a comprehensive CD-ROM-based course and online reference covering a wide range of Avaya call center products.
- Interaction Center 5.6, a blended distance learning course that prepares Avaya's direct sales associates for success in selling IC 5.6. The training provides them with the information and tools they need to identify and qualify sales opportunities in a competitive CRM market.
- Call Center Secrets, a self-paced multimedia course for experienced sales executives, based on a real-life case.
- CentreVu Advocate Design & Implementation
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Philips Consumer Communications
Two instructor-led courses for new hires in PCC's Customer Care Centers:
- PCC Products & Technologies, which introduces help desk operators to PCC's telephone, fax, cellular, and pager products and the technologies that enable them
- PCC Customer Care Centre Processes, which explains the processes for handling various types of calls and provides an Operator's Manual of job aids.
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A Life & Disability Insurance Company
For a major life and disability insurance company headquartered in New England, we have developed several interactive courses, including:
- A computer-based tutorial that enabled a long term disability benefits organization to train 500 learners in eight nationwide field offices on a new mainframe claims payment system within several weeks.
- Long Term Disability Benefits: The People & Processes, a multimedia, CD-ROM introduction to the company's organization for new-hires, sales people, and other employees throughout the corporation.
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We've also completed other interactive projects over the past twenty years for many clients, including:
- American Airlines
- Bank of Boston
- Equitable Life
- General Reinsurance
- Hoechst Celanese Corporation
- ITT Hartford
- Johnson & Johnson Hospital Services
- KPMG Peat Marwick
- Pfizer Pharmaceuticals
- Pratt & Whitney
- Southwestern Bell Telephone
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