The CARE Methodology is our unique analysis and project methodology leading to your success!

CARE Methodology

Why do SAP Contact Center projects utilizing the Interaction Center fail to live up to expectations?

We have found that the main culprits include:

• Lack of focus
• Lack of experience
• Lack of metrics

Pathway to Success

We believe that numbers don't lie - that the results must be measurable. Indeed, the foundation of our CARE Methodology is that our benefit to you should be more than implementing software - it should be measurable. When was the last time your SAP implementation partner offered to calculate their value and ROI?

Utilizing lightweight Lean Six Sigma methods, strategies and tools, we apply industry best practices to common contact center scenarios.

Whether your focus is on sales, service, marketing, or some variation, the CARE Methodology will get you results that can be assessed in terms of:

• Decreased Average Handling Time
• Click Reductions
• Processes Streamlined
• Number of Steps Eliminated
• Increased Calls Handled
• Increase in First Call Resolution
• Higher Average Sales
• More Accurate Identification of Cross-Sell and Up-Sell Opportunities
• And Many More...

Our methodology is designed to uncover insight that can be actioned for success!

The CARE Methodology evaluates Contacts, Analytics, infRastructure, and Employee processes within the context of an SAP enabled organization.

 20% Adjustment = 80% Improvement in Effectiveness

After spending hundreds of thousands of dollars on the latest contact center technology, many managers find that key customer satisfaction metrics demonstrate little to no change. Further, to their dismay, they discover that a significant percentage of agents are no longer utilizing some of the main features of the new software!

This kind of scenario led to the development of our CARE Methodology, which ensures you get the results you expect. Often, it seems that a 20% adjustment can yield an 80% improvement in effectiveness. An investment in Covington Creative services will always give you maximum Return On Investment.

Guaranteed ROI

Clients who implement their project using the CARE Methodology are guaranteed positive ROI or the CARE Methodology aspects of the project are FREE!

Contact us today to set up a Free Consultation.