Our Expertise

SGL Consulting has a broad range of expertise built through 20 years of working with clients in both private and government arenas. With hands-on experience on projects ranging from small to large, we are able to create a team with the right mix of skills and experience to help solve each client’s needs. The team has expertise in the following areas:

Customer Relationship Management (CRM)
Business Process Engineering (and Re-engineering)
Training and Facilitation
Strategic Planning
Proposal Support

Customer Relationship Management (CRM)

Operations

Some follow the motto “If it ain’t broke, don’t fix it” but at SGL, we prefer to live by “This is great, but how can it be better?” We like to roll up our sleeves when it comes to operations and work side-by-side with our clients to help better leverage existing operations or to chart a new path of self-service in order to cut down costs and maximize efficiencies. The SGL team has in-depth experience in designing, developing and implementing Contact Center and Help Desk Operations across a variety of industries. The team is able to design operations from scratch, assess and improve existing operations, and help identify synergies across multiple centers. We have experience in multi-channel environments and bring a focus on the customer experience rather than the specific communication channel. The SGL team has designed and implemented numerous Integrated Voice Response (IVR) applications from simple routing and static messaging to robust and complex transactional self-service applications. SGL has also supported multiple clients by evaluating outsourcing vendors. Once a vendor is selected, we bring an independent perspective to manage the vendor operations from design through testing, launch, and ongoing operation.

Strategy

The power of CRM does not come from the technology or the tools alone but from having a clear and well thought out CRM strategy that focuses first and foremost on customers and the overall customer experience. SGL has helped numerous organizations develop CRM strategies by assessing the organization across various key dimensions, facilitating discussions with leadership to understand specific business goals, and then identifying the gaps that need to be bridged in order to get from “today to tomorrow.” The SGL team has developed CRM roadmaps for clients that include specific actions, timeframes, and resources in a coordinated and easily communicated plan that gets everyone in the organization focused and aligned to the customer-first strategy.

System Implementation

If only the technology provided the easy answer! Implementing new technology is a standard activity in today’s business world, but the technology rarely solves the underlying business problem and often does not provide the expected efficiencies and results “out of the box.” The SGL team knows that successful system implementations begin with an understanding of several key areas: the fundamental business processes the new system is intended to execute and support, the characteristics of those who will use it, the existing systems it is expected to either replace or exchange information with, and the metrics against which business performance will be evaluated. What this really means is that before the software is unwrapped, the requirements must be well defined. SGL can assist with functional design, requirements definition, use case development, operational scenarios, and usability testing – all with the end goal of a system that works as expected, and delivers results. Our team has experience with various software products, including Siebel, Remedy and RightNow Technologies. We aren’t programmers and we don’t write code, but we do represent the business and user needs while understanding enough about the technology to be slightly dangerous.

Business Process Engineering (and re-engineering!)

Adept at sifting through the clutter to find the core business process, the SGL team has helped many organizations streamline processes and maximize efficiencies while maintaining customer and employee satisfaction. The team can help develop new processes from start-to-end or can evaluate existing processes to identify improvements. We are skilled at comparing the “as is” and the “to be” and working with clients to fill the gaps. By using a collaborative approach, SGL ensures process improvements are truly improvements that have a positive impact on customers and the bottom line.

Training and Facilitation

Training

New systems, new processes, and new ways of doing business means that someone likely needs to be trained. SGL Consulting realizes that many times, the training is what makes or breaks employee adoption and excitement for whatever the “new thing” might be. We have developed and delivered a variety of training programs including hands-on training for new system users, customer service excellence for customer-facing roles, and detailed operational process training for contact center agents. Adept at turning technical language into easy to understand User Guides, Training Manuals and Instructor Manuals, our team can help you develop, implement and deliver training curriculums that span one-hour to multiple days, and through a variety of mediums including classroom and self-directed training.

Facilitation

Sometimes, you just need an outsider to keep everyone else on track. Perhaps you need to keep an ongoing working group on task, or need support for a single, half-day meeting. A facilitator brings a neutral perspective, remains independent during what are sometimes difficult discussions, and can work with you to ensure the session goals are met. Whether you need a third party to remain neutral, or simply help organizing an agenda and facilitating a workshop, the SGL team can assist with everything from pre-meeting planning to post-meeting documentation. We even take on the often-neglected future follow-up to ensure action item owners remain accountable and on track. By understanding clients’ needs and translating that into actionable and achievable next steps, the SGL team works with you to make your session productive – and even a bit fun.

Strategic Planning

A good strategic planning effort forces an organization to view itself from the outside in, and the inside out. How do customers view the organization’s services or products? What are competitors doing? How does the organization compare across its industry? Do the employees know and hold true to the strategic plan? The SGL team has helped organizations answer these and many other questions as part of strategic planning efforts. Our work has included conducting leadership team interviews, surveying customers, and performing additional research, then analyzing the gathered information to develop SWOT analyses and key findings. These activities are followed by facilitated planning sessions with leadership and management team members, which leads to the end product: a clearly articulated and actionable plan, with assigned owners and timeframes, and accountability to achieve strategic goals.

Proposal Support

Familiar with government procurement practices and regulations, the SGL team brings proposal experience gained through many years of managing multiple large-scale proposals, including IDIQs and BPAs. SGL is able to review solicitation documents to extract the nuances and key requirements, and then establish the proposal structure, schedule, overall strategy, competitor strategy, win themes, compliance, and facilitate color team reviews. In addition, we are knowledgeable about pricing and risk management and experienced in orals preparation and delivery. SGL supports smaller proposal efforts as well, and can provide experienced writers, adept at turning technical solutions into a clear and understandable technical approach. Skilled at understanding clients’ needs and developing creative solutions that demonstrate this understanding has made SGL a part of many winning bid teams.