US Postal service
Problem: USPS was providing telephone customer service far below industry standards. Busy signals when calling the more than 40,000 Post Offices nationwide were frequent, and information often was inconsistent or inadequate.

Resolution: A network of National Service Centers under a single 800 number was created to provide 24-hour/365-day-a-year customer access. In a call center environment, service level is measurable and trained agents have quick access to reliable, consistent information.

Result: The average handle time for calls has dropped from more than 6 minutes to about 90 seconds. Millions of dollars are saved annually. USPS now meets or exceeds customer service quality standards and the system has become a model for government agencies and private companies alike.



BF Goodrich
Problem: Telecommunications costs needed to be assessed and an inventory system developed. This effort identified the need for company-wide system planning and a cost-optimization program.

Resolution: System mapping and a reengineering of connections followed strategic planning. Total system expenses were identified, allowing overall cost reductions.

Result: Complete office interconnectivity and greater telecom efficiencies. Equipment and line costs were reduced by more than $100,000 per year in one office alone.



BAR-S FOODS
Problem: Telecom costs had increased substantially, in part because of fast growth involving the 17 offices in the corporate network.

Resolution: Voice and data functions were merged into one network by utilizing compression technology. This resulted in increased network throughput. Four-digit dialing was implemented and long distance charges eliminated for interoffice calls. Leases and other contracts were renegotiated at lower rates.

Result: A more efficient voice and data network was created, with equipment purchases totally funded by savings. The ROI on capital equipment was only 5 months and network costs were reduced by $300,000 per year.

Government • Utilities • Education • Non-Profit • Aerospace • Hospitality Transportation • Medical • High Tech • Construction • Food & Beverage • Real Estate





Clients Served

"The staff is excellent. They get the job done. As our needs grew, TRI expanded to help us in new areas. They stay within their areas of expertise, however, and refer out specialized situations when necessary. I particularly appreciated the fact that we were given options. There was no 'cookie-cutter' approach to finding solutions to our needs."
- Pati Finn, Call Center Manager
US Postal Service - Phoenix Division

"They were incredibly professional, sorting through all of our issues. Our executives were very appreciative of TRI recommendations. I would not hesitate to recommend them to other companies. TRI is first class in all that they do."
- Carol White, Director of Business and Personnel
Foundation for Blind Children

"TRI consultants are very ethical. They don't sell equipment; they just provide a service. We would never have accomplished so much without the assistance of TRI. They worked exceptionally well with our staff. They are good people who know what they are doing. They are experts in their field."
- Steve Chlupsa, Controller
BFGoodrich

"We got excellent support during the ACD proposal process. The entire ACD selection team benefited from TRI expertise in the call center field. Though the process was long and tedious, their patience and focus provided the basis for final equipment selection."
- Edward Nesta, Information Systems Director
DoubleTree Hotels Corporation

"We got great value for the money spent with TRI. Their services are very cost-effective. TRI always met deadlines on a very tight timeframes. I'm very pleased with what they did for us."
- Linda Epps, CRM Implementation Director
CapRock Communications

"TRI stays in the forefront of technology, but they showed integrity by not moving us too quickly when one application was not 'ripe' enough. TRI's technical expertise, knowledge of many equipment systems and network experience are big plusses for us. They are honest in their recommendations, avoiding bias toward one provider or another."
- Dave McWhorter, Controller
Bar-S-Foods

"TRI's expert team, led by Victoria Thomas, came into Chela Financial knowing that we were bringing in-house our previously outsourced IT and telecom operations. Ms. Thomas was able to build business models around our infrastructure and service requirements and was able to advise us on what technologies should be deployed, and most importantly, when to deploy them. The results saved Chela more than $200,000 with the project coming to completion ahead of schedule,"
- Virginia Robbins, Director of Information Technology
Chela Financial