CMM Projects

Enterprise Order Entry and Provisioning System: A leading web hosting company and provider of Internet services consolidates order entry and provisioning activities.

Enterprise Portal Application: Event Broker Training Courseware Development: Sybase launches Event Broker Training as part of their Enterprise Portal application.

Customer Service Training for Technical Professionals: Leading financial institution implements customer service program to enhance its internal IT support.

Colocation Center Training Methodology: CMM assists Verio with implementation of its premier data centers.

Network Operations Center (NOC) Training Needs Assessment: A leading web hosting company and provider of Internet services looks to CMM for business and organization development.

Project Management and System Development Methodology: CMM implements custom project management methodology for technical initiatives.

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CITY NATIONAL BANK - Customer Service Training for Technical Professionals

Objective: City National Bank’s Help Desk organization requested Custom Performance Solutions to develop a Customer Service course to combat poor customer satisfaction ratings the Help Desk was receiving. The organization was suffering from low customer services scores and wanted to assure that customer service was integrated into each employee’s development.

Solutions: In partnership with Custom Performance Solutions, CMM facilitated and co-developed a customer service program aimed at help desk professionals. The half-day course provided employees with an overview of the company’s values and culture, the company’s customer service philosophy and an explanation of the company’s mission in the industry.

Services rendered to City National Bank in partnership with Custom Performance Solutions included:
· Project Management and Coordination
· Training/Facilitation

Results: City National Bank was presented with a series of recommendations for operational improvement that were brought out by the course discussions and observations from the course facilitator. The course allowed participants to discuss openly the issues that were preventing the Help Desk from providing high quality customer service, while reinforcing the learning objectives of the course. The facilitator's experience in building and running help desks was invaluable in the acceptance of the course material by participants and the overall success of the program.