CMS Case Studies

Case studies analyze real-life customer management services engagements, drawing on examples from across industry sectors to assist you in learning from the experience of your peers.

Case studies assist you in learning from the sourcing experience of your peers. They identify:

  • The business challenge faced by the organization in question and why they perceived customer services outsourcing to be an appropriate response
  • The scope and form of CMS service chosen
  • The procurement process used and identification of procurement innovations and best practice
  • The transition path adopted
  • Quantification of changes in KPIs, including changes in cost and process performance achieved
  • Key lessons learned. that can be applied to future procurement exercises.

Browse CMS case studies

  • BPO Contract Termination

    May 2007 | case study by Rachael Stormonth

    Provides best practice guidelines for BPO contract terminations.

    The guidelines cover:

    • Reasons for contract termination planning
    • BPO contract termination frameworks
    • Categories of termination
    • Common termination requirements
    • Recommendations.

  • FranklinCovey

    November 2005 | case study by Rachael Stormonth

    A case study of the outsourcing of its sales contact center and warehousing services by FranklinCovey.

  • U.S. Airline: Offshore Customer Management

    March 2004 | case study by Paul Connolly

    This case study analyzes the lessons learned during offshore outsourcing of customer management services by a U.S. airline.

  • Key Lessons in BPO Procurement

    December 2002 | case study by Paul Connolly

    "Key Lessons in BPO Procurement" is an analysis of successful user BPO procurement behaviour. The study is based on case studies of BPO procurement, including the BBC's procurement of licence collection services and Abbey Life's procurement of life & pensions policy administration services.

    The study provides objective advice and examples of real-life case studies, covering: - Selecting a Sourcing Approach - Selecting a BPO Vendor - Negotiating a BPO Contract - Making the Transition to BPO. The study is available both within NelsonHall's BPO & Outsourcing service or as a stand-alone report. This study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service. To order, please download the following:

  • BBC - Licence Fee Collection BPO

    December 2002 | case study by Paul Connolly

    NelsonHall has published a BPO case study identifying the lessons learned from the procurement of the BBC licence fee collection service.

    The case study identifies the practices used in the procurement process including approaches to:

    • Initial market testing
    • Expectation setting
    • Use of "real life" vendor testing
    • Contract negotiation
    • Establishment of a fee structure designed to maximise revenue collection.

    This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

Upcoming CMS case studies

Financial Services CMS case studies

NelsonHall is currently interested in developing detailed and quantified case studies for financial services organizations that have undertaken customer management services outsourcing. If you are part of a financial services firm that has experience of undertaking customer management services, analytics, or contact center outsourcing, then please contact Suvradeep.

John Willmott

John can assist you with queries related to Customer Management Services and in particular in supporting queries relating to the content shown within this program.

To obtain John's advice:

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CMS Contracts Database

Track the pattern of Customer Management Services service adoption in your industry by monitoring CMS contract awards by your peers. Identify who are the successful vendors in your industry now. Updated monthly - last update March 3, 2010.

In order to download the Contracts Database you need to be a client for this program. Please login or contact NelsonHall about this program.