Industry Served: Financial Services
Rose Solution: Employment Outsourcing Services
Case Study Overview

Business Problem
The customer needed an increased level of customer service and improvement in responsiveness for a high volume referred contractor program.

Rose Value Proposition
Rose provided a plan that would meet or exceed service levels to significantly improve responsiveness and customer service levels.
Results
  • Within six months, Rose held an equal share to the incumbent supplier.
  • Within one year, Rose was the primary supplier.
  • Almost 2,000 billable consultants transitioned.
Industry Served: Financial Services
Rose Solution: Employment Outsourcing Services

Business Problem
The customer, working with an established payrolling partner, felt pressure by their on-site manager to improve responsiveness and customer service levels. Filling needs with referred contractors across the country, the customer demanded a partner who would provide the highest level of service, while still managing to keep pace with their immense volume.

Rose Value Proposition
Rose outlined a plan of action that would meet, and in many cases, exceed the customer's expectations. After an independent review of the established processes, Rose devised a program that would significantly enhance the customer service level.

Results
Rose was given the opportunity to compete head-to-head with the incumbent supplier. Managers were given the opportunity to work with either the incumbent or Rose when on-boarding a referred contractor. Rose implemented a program that provides real time reporting, designated contacts, and outstanding follow through to the customer. After a period of six months, Rose and the incumbent supplier held an equal share of the work load from the customer. After only 12 months of providing service, Rose overtook the incumbent supplier as the primary partner in the referred contractor program. To date, Rose performs the vast majority of work in this area for the customer with a head count of nearly 2,000 billable consultants.

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