Sky Business Consulting Service Offering

The Sky team’s services start with our signature Change Management Framework: our client’s key change drivers are prioritized and logically grouped into a portfolio of projects. Employing our unique methodologies, our services are then customized for each project, so we can work seamlessly with staff and executive sponsorship to ensure all deliverables are met with the highest satisfaction rating.

Our consultants bring their expert knowledge in the following customer operations functions to each client initiative:

1. Call Centre Management: inbound call taking, offline administration, escalations & complaint handling, outbound marketing campaigns, forecasting and scheduling
2. Billing, Credit and Collections: credit scoring, equal billing, consolidated billing, handling billing exceptions, bill printing, applying payments, liquidated damages, aging receivables, bad debt, and collections agencies
3. Sales & Acquisition Management: enrollment, renewals, customer cancels, welcome letters, exceptions, account maintenance
4. Customer Experience Analysis: end-to-end identification of all customer touch points, monitoring and recommendations
5. Customer Information Systems: account look-up, customer profile, new customer set-up, usage, service orders, billing, interfacing to ERPs and other systems
6. Business Process Outsourcing: business case development, vendor selection, operations transition to vendor processes, vendor management, performance monitoring