C-Level Support from Cognet HRO

A large insurance company was struggling with growth and the technology to support it. Efforts to cross sell HR services were being slowed by off-the-shelf technology and a disjointed sales force.

Read more to learn how Cognet helped them improve their technology and processes to enable exponential growth.

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King Kong Wants your Customers

The 800-pound gorilla (they whose three letters we will not speak) continues to set the tone for your company’s survival, both up and down the mountain. This month, they announced their mobile or PDA strategy, pushing reports and data collection out to those devices that we are all addicted to anyway. What is your Android strategy for 2011?

The harsh truth of the HR Services space is that it is and keeps consolidating, and those with the resources at their disposal, will continue to mature with larger market share. Let’s face it, there are not a lot of start-up customers and magic new employees in the U.S. market right now, so that means they are coming for your existing customers one way or another.

The other fact of life is that your resources are more limited than theirs. So, you wish you did have an iPhone application, but that means choosing between other projects or investments that are more pressing.

There is an answer. It involves a simple change in your business model and playing the game on the same terms as your competition. There is nothing wrong with being a boutique player with lots of customer love, but that takes cash to ensure that your focus is sales and service without neglecting your operations needs.

What to do?

Free up some of those resources by beating them at one of their own games. Trust me, they whose acronym we do not whisper and others that may surprise you have been and are today utilizing a global workforce. Sure, maybe they aren’t running a call center out of the Philippines, but they do have non-customer-facing precision work in the best market at the best price. They also have the muscle to own it, or play with the “big boys” in fancy joint ventures.

No more excuses – change your business model and redirect your investment from benefit reconciliations, debits and credits and pushing payroll hours through the system to a customer appreciation party where you roll out that new Blackberry application to your most valued customers.

Collaborate with an industry leader who spent decades in your space, and the last ten years doing it from offshore. We have the C-Level owners to guide you, trained experts in all facets of your business, six sigma and ISO black belts and right price point to change the way you do business and level the playing field a bit.

Reallocate those costs to revenue generation and customer retention, or wait to be thrown around like a piece of Samsonite by the Gorilla.

Do you want a CSR or C-Level Support?

When you hire a vendor, what normally happens? In our experience, because we have been you, the progression is always the same and matches our mediocre expectations. Let’s review:

  • Fun and slick sales associate catches you on the right day by complete luck or persistence.
  • Sales professional brings “the team” in and they wow you with their product, implementation and on-going account management team.
  • Sales person disappears and the Gantt charts come flying out of some project software run by your project manager.
  • Bumps happen, get worked out, and your team lowers the mob mentality threat level from “kill” to “acceptance”.
  • Customer Service Representative arrives with three cell phones and the relationship kicks into sedentary mode. You may as well watch some HGTV on the couch together in the evenings and get it over with.
  • Time goes by, people come and go on your team, and then one day the new team says they need a new vendor. Go back to step one.
  • What is missing from this process, and more importantly, how does it impact your customers and their perception of your service?

    Welcome to the best of both worlds, my collaborative cohorts! Our model provides access to the C-Level owners of the business, who have also been in your business for years, not just a CSR.

    People ask me the same question all the time. Why are you different? Oh sure, we know that you can get us offshore faster, better and cheaper, and change our business model. Isn’t that just labor arbitrage?

    The answer is “yes” if we were to follow the model above. We would have our call center set up and have those mostly American-accent-trained kids in Bangalore wear you down. Then, once we beat you into submission, the process described above would ensue, but with a lot more risk than outsourcing the copiers.

    Let me make this simple! The owners and founders of Cognet come with the deal. We have over 80 years in the HR Services space, and between the four of us, our skills are exactly the same as your management team today. We have competed with you, evolved in the same industry and can add a lot more value than a cute CSR.

    We have also all done business in India and offshore in the HR Services business. We have over 20 years of combined experience on the ground in India, as both customers and providers.

    What do you get? How about the following:

    CEO and COO of major players in the space with expertise in process, change management and sales.
    CFO who can offer advice from the guts of accounting to valuation, and a little product and technology experience to boot.
    COO and VP of HR that have built shared service centers and lived in India.
    CIO and COO on the ground in India, with expertise operating in both markets.
    You simply pick up the phone and call one of us for advice when you need it, and like it or not, we will show up for the quarterly and annual governance meetings that are our trademark. We help build business models and stay in touch to understand your requirements, not take you to lunch once a quarter.

    In the following months, we will spotlight each of our owners to give you a feel for our capabilities, and show you why we are truly different. We collected diverse skills in our founders for a reason. An HR Services business should be focused on customers, not spreadsheets. That is why we have operations, finance and technology skills for your utilization. It was not a mistake.

    Want to know more and avoid all that sales BS? Give us a shout. You won’t get a junior person who sets up appointments. You will get an owner on the phone to help you think your way through the process.

    Come on, send an email to our generic account to test us. You will start at the right level, we guarantee it.

    Visit us at http://www.cognethro.com and see the collaborative business model that we have built for you. We connect both worlds, and the intersection is you.

    To learn how Cognet can help you explore both worlds, contact us today.