The Information Age changes our perception of time and customer service. Customers now expect, and often receive, instantaneous satisfaction at all times – at home, at work and on the road. Just as the internet and e-business have transformed expectations in the home and at work, customers are growing to expect a transformation in their automobiles. PushForHelp is in a unique position. Where telephone, cable and utility companies compete for a portal into the home, PushForHelp leverages a dominant position as the portal into the automobile. Furthermore, PushForHelp plans to not only service Generic Motors customers but also to expand into service of the customers of other automotive manufacturers. PushForHelp’s large, captive audience represents incredible service opportunities, especially when combined with the amount of customer information available to PushForHelp including customer location. Key to PushForHelp’s success is providing the right service at the right time using the right information. There is no doubt, PushForHelp faces tremendous opportunity but that opportunity requires change. The level of functionality and information that PushForHelp could deploy to advance toward that opportunity is extensive. While the long-term vision is to implement change in all aspects of the call center/contact center, it is more practical to address the change in parts. One of the many aspects of required change is the expansion of call center/contact center capacity to service current and anticipated PushForHelp customers. Through the request for proposal, Generic Motors – PushForHelp is soliciting assistance for the implementation of a Virtual Contact Center including an increase in call center/contact center capacity. The assistance includes technical, functional and managerial services and should link the expansion effort to PushForHelp’s business and value proposition.

1. Increase capacity of call center/contact center by creating three points of contact for customer a. Telephone b. Internet c. Automobile 

2. Reduce average handle call time (AHCT) by 25% for each customer without sacrificing quality of service 

3. Increase customer satisfaction by reducing the number of customer complaints filed 

4. Reduce cost of call center/contact center Tasks 

1. Develop a business case for the project. Use the template provided in Template folder 02_Business Case and Financial analysis. Be as specific as possible in the various sections. For Sections 1 & 3 of the Business Case: Summarize the above-proposed project in a simple table format suitable for presentation to top management. Include the name of project, identify how it supports business strategy, assess the potential financial benefits and other benefits of the project, and provide your initial assessment of its value to the Company. Assume the project will take 24 months to complete and cost about $25,000,000 with a discount factor of 8%. Add notes below spreadsheet explaining your choices of dollars.