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Engagement Summary

Benefit: Better customer satisfaction and improvements in service level and quality

Industry: Finance Software

Engagement Detail

A “300 pound gorilla” wants your firm’s lunch.  Intuit has kept their lunch from Microsoft, maintaining market leadership for many years in small business and consumer financial software.  Intuit’s secret weapon in this battle is exceptional customer relationships and end-to-end experience – buttressed by traditionally strong Customer Service and Support.

The need for delivering both great experience and maximum value for shareholders led Intuit to globally outsource much contact center work – especially difficult with the knowledge-intensive level of support required and seasonal surge of demand early each calendar year.  With these challenges in mind, Intuit then partnered with TRG to protect its strategic customer relationship asset.

TRG and Intuit simultaneously achieved:

  • Three-fold scaling of global support capacity for QuickBooks product line

  • Higher customer satisfaction through major improvements in service level and quality of support

  • All “300 pound gorillas” kept far behind in rear view mirror

In contributing to this success, TRG brought to bear expertise and experience in both customer support and supply chain domains:

  • Revamping contact demand and supply planning

  • Systematizing seasonal readiness review and execution

  • Assessing and tightening fit between service/support work requirements and selected supplier capabilities

  • Implementing new performance and relationship management processes

  • Moving suppliers toward becoming strategic partners

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