Back to Case Studies Reduced account setup cycle times through enhanced visibility and sophisticated performance management solutions.
Smart Software for Smarter Teams
The consultants at Summit Trails partnered with a leader in payment innovation to implement a shared services model and custom performance tools. The initiative delivered measurable productivity gains, streamlined workflows, and achieved $1.2M in savings.
0% Faster Service
Reduced account setup cycle times through enhanced visibility and sophisticated performance management solutions.
$0M in Unit Cost Savings
Developed custom application to receive, distribute and track work, leading to significant hard dollar savings in 23 weeks.
0% Higher CSAT
Boosted CSAT, loyalty, and net promoter score with better service visibility and tracking systems.
About Comdata
Comdata is a multi-billion-dollar provider of fleet expense management and employee credit and debit card solutions, serving businesses globally. With a focus on payment innovation, Comdata supports clients in managing expenses, streamlining payments, and improving operational efficiency through cutting-edge technology and services.
Industry
B2B Payment Solutions
Location
United States
Size
1,300
Background
Limited Work Visibility and Low Productivity
A leader in payment innovation and fleet expense management for 40+ years had a Client Services department with the mission to provide personalized service for high-valued customers. Within the department, client service reps were assigned dedicated accounts and expected to handle virtually all requests emanating from these accounts. More than 90% of customer requests came via email (to individual mailboxes), which was impossible to track for quality, productivity, service or work balancing across the department. As such, leaders had no idea how productive their staff was, if work was distributed evenly or if the desired service levels were being achieved. The company relied on CSAT and complaint calls to measure quality, and client reps to advise them on workloads. Needing to change, but not sure how to, the organization brought in the Summit Trails team to design and implement a better model.
Project Details
Driving Improved Performance with Tailored Software Solutions
Our team worked closely with the organization to implement improved management tools for work assignment and tracking. In the early stages of the project, our team conducted 868 side-by-side observations to gain an accurate understanding of key activities and baseline processes. Our team then led several Kaizen events to discuss the challenges with the current-state process and map out an improved future-state design. In the end, a shared services concept was implemented and work was routed through an intake system for logging, assignment and completion.
Moving to the future-state design was not easy and required a concerted effort by our team and the client. Obstacles included resistance from client reps and the sales organization; separating routine and value-add functions; developing a customized case management tool (CMT) to support the new process; customer communication; integrating the new processes with Workforce Engagement Management System; and tackling a host of one-off scenarios that needed to be addressed in the new design.
At the center of the effort was the development of the CMT, which integrated seamlessly with our proprietary Performance Management System. The CMT was a custom-built application that our team designed to support the new process. Features of the CMT included SQL Server back end; centralized inbox for receiving emails; logging and tracking of all client requests; automated messaging to customers at various points (receipt, closure, etc.); skill-based pull system using first-in, first-out methodology; turnaround time by activity; management reporting; and an integrated staffing model. In the absence of the CMT, it is doubtful the client organization would have taken on such a significant process redesign effort. It was critical to the success of the initiative and sustainability of the new process.
Once the CMT and Performance Management System were installed and the process redesign effort was complete, our expert team of consultants led six weeks of diagnostic sessions with area leaders to impart knowledge and confidence needed to effectively use the new tools and methodologies. In our experience, this level of coaching and 1:1 counsel is needed and well received by frontline leaders who are tasked with managing individual performance, but not always skilled or equipped to do so.
The Summit Trails Difference
Empowering Teams, Elevating Performance
The consultants at Summit Trails bring an unparalleled depth of experience, averaging over 20 years in performance management and operational excellence. Our solutions are built on a foundation of proven activity-based management principles, seamlessly enhanced with cutting-edge AI technology to deliver real, measurable results. We specialize in weaving a golden thread of connection between the C-Suite and frontline teams (the employees we like to call the A-Team!), ensuring alignment, engagement, and shared purpose at every level of the organization.
Our platform isn’t just about metrics—it’s about empowering employees through personalized coaching and development, fostering a culture of growth and collaboration. By integrating innovative tools with strategic insights, we enable organizations to unlock their potential, improve decision-making, and achieve lasting operational success. With Summit Trails, you gain more than a solution—you gain a partner dedicated to helping your business and its people thrive.
