Case Studies

EXECUTIVES SUCCEED FASTER

BUSINESS PROCESS OUTSOURCING

THE CHALLENGE

A top global consulting company required optimization of overhead administrative costs for the company’s executives. Several virtual models of support were developed; however it was found that offshore support was not satisfactory for moderate level users of support, and local on-site support was costly. An alternative, onshore virtual support model was required that would meet the needs of high level executives with moderate support needs without sacrificing the quality of their support.

THE SOLUTION

Cayuse Technologies offered another approach: top quality executive administrative support in a consolidated virtual environment. Rural location provides a low cost solution, while maintaining or exceeding quality of support and customer satisfaction levels compared with previous on-premise support. Each model of support is designed to meet the demonstrated needs of the executive. Executives are assigned a Cayuse Technologies point of contact Executive Assistant (EA) who works within a team of EAs to provide support across all U.S. time zones. Services include travel support, conference calls, meetings, document production, electronic mailers, research, and information entry.

OUTCOME

Increased executive productivity: Cayuse Technologies’ executive support solution has been so effective at mimicking the in-person customer experience that executives rely on their assigned EA for support with some of their most business-critical tasks.

Timeliness, responsiveness and accuracy results in consistently high customer satisfaction scores

Significant cost savings as compared to in-person support

High level of customer confidence developed through relationship-based customer service

100% KPI goal is continuously met by Cayuse Executive Assistants due to attention to detail, technical skills, and professionalism

Consolidated model allows knowledge-sharing and consistency of support within established scope of services

520 customers supported 

Customers located across the U.S.

3,000 requests avg. / mo.