Consulting Clients
Health Sisters Hospital System (HSHS)1 - Michael Lauro provided consulting services as part of the Trident Edge team assisting HSHS with the implementation of both the Consolidated Services Procurement and Accounts Payable organizations. Mr. Lauro was initially engaged to develop the technical and business configurations for the customer facing Consolidated Services Help Desk.
He was then tasked by the client with leading the build projects for the ACD (Avaya) with telecommunications, the ticketing system (ServiceNow) with the IT Help Desk and customer support portals (Ektron) with Marketing.
Mr. Lauro was then contracted to lead the implementation of all aspects of the shared services contact center including the phone system, ticketing system, support portals, business processes, training, system integration and testing, and readiness testing of the Customer Service Representatives. As part of the implementation, he provided support for the AP and Procurement consolidation through the first wave of the PeopleSoft roll-out for 3 system offices and a 230+ bed hospital.
Tingley Rubber Corp. - LCI will be providing a Focused Appraisal of the current performance and processes of Customer Service, concentrating on specific potential areas of opportunity that will allow Customer Service to improve performance and manage the workload increases generated by sales growth. The findings of this appraisal will provide guidance to improve operational processes and specific methods to reduce average handle time and increase support staff's availability to take customer calls and enter customer orders.
BJC HealthCare - LCI completed a Focused Assessment for BJC's IT Customer Support Center (Help Desk) that reviewed current performance and processes of the CSC, focused on specific potential areas of opportunity that allowed the CSC to better meet their service level goals and improve performance. The findings of this assessment provided guidance to improve operational processes, specific items to reduce incoming calls and methods to reduce average handle time and increase support staff's availability to take customer calls.
Lauro Law, PLLC - LCI provides business/management consulting and customer service website support for this law firm located in Little Rock, AR.
ReQuest, Inc. - LCI provides business/management consulting and customer service website support for this dynamic firm that offers Professional Speaking and Unique Products that provide tools that can change the way life is experienced and allow people who want to transform their lives to be healthier, happier, and more successful.
Blue Cross Blue Shield of Minnesota2 - Michael Lauro provided senior consulting services as part of the CSC team that assessed the current state of BCBSMN customer service contact centers and provided an initiative road map to guide BCBSMN to their desired level of improved customer service.
Catholic Health East3- Assisted client with consolidation of their procurement function into a central Procurement Shared Service Center which included a front office contact center and a back office procurement transaction processing center. Also, Mr. Lauro assisted CHE with the development of a strategy to utilize hosted a CRM solution for the Procurement Shared Service Center to improve end user service quality, automate workflow, capture customer interaction data and provide improved reporting and analytics. He completely managed the entire life cycle of the project from vendor selection through implementation and start-up.
Bon Secours Health System3 - As part of the larger Bon Secours Supply Chain Strategy, Mr. Lauro was engaged to investigate the feasibility and benefits of consolidating all Bon Secours procurement operations, determine baseline current-state volume and service level metrics and develop a framework and potential consolidated model that was presented to the Executive Council. A CSC team was utilized to assist Bon Secours in initial implementation of a centralized procurement organization.
Catholic Health Initiatives3 - Procurement - Assisted client with consolidation of their procurement function into a central Procurement Support Center which included a front office contact center and a back office procurement transaction processing center. Mr. Lauro developed and implemented an integrated reporting system for the contact center which included performance metrics for the overall center, supervisor groups and individual employees. These reports included standard measures of performance, quality, customer satisfaction and employee productivity. In addition, Mr. Lauro was contracted to develop and conduct a comprehensive front line employee training program addressing procurement system usage (Lawson) and customer service processes. Accounts Payable - Mr. Lauro was engaged to improve end user support for CHI's centralized Accounts Payable Support Center. Mr. Lauro lead all aspects of this project that included creating a roadmap for implementing changes, and developing and deploying the improvements including restructuring of the APSC, utilizing the ACD, daily reporting, contact tracking, scheduling, training and quality management system.
Blue Cross Blue Shield of Louisiana3- Mr. Lauro was part of the CSC team that assessed the current state of BCBSLA Benefits Administration contact centers and provided an initiative road map to guide BCBSLA to their desired level of improved customer service.
Cardinal Health3 - Mr. Lauro was a Project Manager with a CSC program management team that assisted Cardinal Health with a large IT system and technology upgrade.
Farmers Insurance3 - As a member of the CSC project team, Mr. Lauro worked as a Contact Center consultant to assist the client with the development of the definitions, estimates, business requirements and case studies for their new Service Workstation, Manager Workstation and Transaction initiatives.
Pacific Gas & Electric3 - As a senior utility and customer service consultant, Mr. Lauro worked with a CSC Utility Division team to develop options, solutions, and business processes to remotely acquire meter readings from individual non-communicating SmartMeters. Following the teams extensive exploration of the use technology to retrieve missing meter reading data, it was determined that current technology could not be used to obtain interval data from an individual non-communicating meter.
San Diego Gas & Electric3 - As a senior utility and customer service consultant for CSC, Mr. Lauro led client teams and workshops to identify, develop and document business requirements, business process designs, and use cases for several components of new Customer and CSR online tools for bill, load and energy analysis.
Standard Register3 - Mr. Lauro conducted a high level diagnostic of current processes, practices, and capabilities to identifying opportunities for improving the productivity of the Customer Service Center and assist with determining the future role of the Call Center. He also conducted a review a proposed pilot project to identify gaps or considerations prior to implementation.
Educational Testing Service3 - CSC was engaged to develop a comprehensive design document for a hosted contact center solution to be provided by a third party vendor. As a senior contact center consultant, Mr. Lauro gathered, refined and presented client requirements relating to call recording, quality monitoring, center level and employee level performance reporting in multiple design documents. The design documents included coverage of the contact center high level configuration, CRQM components and servers, call recording and screen capture, locating and playing back recordings, applications for creating and reporting on evaluations, CRQM system administration, contact center performance management, service level reporting, and individual performance reporting.
Infocus3 - Mr. Lauro was engaged as a CSC customer service consultant to review requirements for CRM capabilities and develop a roadmap for addressing gaps between current and future capabilities and assist with executive alignment around requirements, options and recommended direction.
Notes:
1. Services provided by LCI as contractor to Trident Edge Consulting.
2. Services provided by LCI as contractor to CSC.
3. Services provided while employed by CSC.