CHARITY
Care for people
EARNEST
Exceptional Service
FAITH
Trust & Confidence
OUR VISION
To become the world’s foremost provider of cutting-edge and comprehensive business outsourcing services.
OUR MISSION
To empower our clients to achieve business success through tailored consultancy services and end-to-end outsourcing solutions.
Outsourcing Services Custom-fit to Your Enterprise.
The Business Process Outsourcing (BPO) services that CEF Solutions provides differ from typical BPO providers through our elite consulting and management that ensure a proper fit for your business’s evolving needs. This process of continuous improvement enables our customers to achieve their ROIs and business goals. Our unique program management and embedded consulting services seamlessly stitch our services with our customers to help them perform like one operational team.
Our Premium Services are Tailor-made to Drive Practical Value for Your Business.
Our embedded consulting and business intelligence capabilities seamlessly integrate with daily operations to drive ROI. Our global footprint of domestic, offshore, and nearshore locations provide the perfect fit for your budget and business goals.
Comprehensive Program Management
Minimize Operational Burden to Concentrate on Core Competencies.
Our comprehensive and customizable program management is the perfect complement to any operation. Our expert team members minimize the management burden for our customers by taking accountability for key, resource-heavy components of the operations. This allows our customers to allocate resources and time to their core competencies while maintaining full visibility into and governance of the operations.
Data Analytics & Insights
Process Mapping & Engineering
DMAIC approach to Process Improvement
Content & Training Development
Case Study - Comprehensive Program Management
Following table shows one of the best practice program we’ve been facilitating for the Global Top Tier Customer Electronics for their Customer Service Back Office Operations
As the client’s business grew exponentially, their service support functions segmented to become a $20M per month operation consisting of 20 business lines with a workforce totaling 450, using 9 different systems to deal with more than 260K transactions per month.
Through CEF Solutions end to end Program Management, this operation was successfully revamped and transferred under the CEF Solutions outsource model. This minimized the client’s burden to directly manage the operation and resulted in enabling the client manage whole operation through 3 dedicated individuals providing strategic guideline focusing on core competencies rather than operational house-hold matters.
lines of
business
20
size of
workforce
+450
transaction
volume
260K/mon
no. systems
utilized
9
cost of
OPS
$20M/mon
CLIENT'S DEDICATED
RESOURCE
3 Individuals
Global Cross Border Service Coverage
Location Strategy that Fits Both Cost & Quality.
A perfectly tailored location strategy finds the sweet spot between cost and quality metrics by leveraging our global footprint.
Our services are offered in strategic geographies to offer domestic, offshore, and nearshore solutions in both onsite and work at home models.
Our careful analysis creates a tailored solution that balances financial goals and business objectives.
Site selection includes a careful understanding of each operational component to ensure a perfect fit.
Global Service (For both onsite & work at home) |
Service Model (Client need) |
Service Model (Client need) |
---|---|---|
US Domestic Nationwide within strategic states |
BEFORE Premium |
AFTER Moderate |
Premium Offshore Philippines, Dominican Rep, Guatemala |
BEFORE High |
AFTER Lower |
Standard Offshore India, Indonesia, Malaysia |
BEFORE Standard |
AFTER Lowest |
Operation Landscape
Embedded Consulting and IT Innovations
Cost-efficient Consulting and IT Innovation Services.
CEF Solutions embedded consulting program will optimize the customer experience and help realize ROI goals.
Our consulting capabilities are directly embedded within all our service models.
Our end-to-end consulting capabilities manage the planning and launch of our services. It also monitors, analyzes, and improves operational processes to enhance the holistic customer journey and realize ROI goals.
Our consulting services include IT solutions and innovations to continuously evolve with changing business dynamics.
Category |
Conventional |
CEF Solutions |
||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Consulting Comparison Guide Cost |
Conventional High |
CEF SOLUTIONS Moderate |
||||||||||||
Model |
|
|||||||||||||
Resource |
Conventional Separate Team, |
CEF SOLUTIONS Hand in hand |
||||||||||||
ROI |
Conventional Not responsible |
CEF SOLUTIONS Proving through |
CASE STUDY - ROI delivered thru Consulting and Facilitation
ClientGlobal Top Tier Consumer Electronics clients
ProgramEnd Customer Care Back-Office operation
The client managed a complex Customer Care back-office operation through 6 Line of Businesses located in 3 domestic sites at CA, NJ, SC. The area of opportunities were multiple touch points causing negative customer journey, longer case duration and increased operation cost.
CEF Solutions conducted an end-to-end assessment and through its findings, launched a 2 month proof of concept pilot. It not only streamlined the process through consolidation of workforce and line of businesses but also achieved 62% cost reduction with improvement in all service KPIs including a 37% reduced service turnaround time . Today, CEF Solutions manages the whole operation with a workforce of 150 at Dominican Republic with 3 program management resources at NJ, which is next to the client’s operation Hub.
CATEGORY | BEFORE | AFTER | IMPACT |
---|---|---|---|
Location |
BEFORE NJ(10 ppl) CA(80 ppl) SC(100 ppl) |
AFTER NJ(3 ppl) DR(150 ppl) |
IMPACT 20% reduction with Streamlined Hierachy |
Repeated Calls |
BEFORE 56% |
AFTER 38% |
IMPACT 32% Reduction |
Transfers |
BEFORE 20% |
AFTER 12% |
IMPACT 42% Reduction |
Case Duration |
BEFORE 10.5 Days |
AFTER 5.6 Days |
IMPACT 37% Reduction |
CX Contact Points |
BEFORE 6 Points |
AFTER 2 Points |
IMPACT 60% Reduction |
Cost per Case |
BEFORE $10.3 |
AFTER $3.9 |
IMPACT 62% Reduction |
ClientAutomotive Part Manufacturer
ProgramParts Production
As the client’s business grew and the volume of parts manufacturing increased which resulted in the expansion of the production lines, they struggled to manage the production lines due to limited process management capability and minimum management experience at this scale.
With the mission to enhance productivity and optimize the cost of operation, CEF Solutions conducted a 2-week comprehensive operation due diligence consulting which identified major areas of opportunity for improvement such as production workforce shift optimization and worker’s performance management.
CEF Solutions deployed these changes to selected production lines which resulted in 30% reduction of workforce headcount and an overall cost savings of 20% for each parts manufactured.
CATEGORY | BEFORE | AFTER | IMPACT |
---|---|---|---|
Line Workers |
BEFORE 60 People |
AFTER 42 People |
IMPACT 30% Reduction |
Supervisors |
BEFORE 8 People |
AFTER 6 People |
IMPACT 25% Reduction |
Productivity |
BEFORE 0.038 hr/part |
AFTER 0.034 hr/part |
IMPACT 10% Reduction |
Cost per Part |
BEFORE $0.83 |
AFTER $0.67 |
IMPACT 20% Reduction |
Contact Us
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Tailor-made
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