CSG Makes Life Easier for SMEs with Intelligent Bid Process

For nearly 40 years, CSG has delivered innovative customer engagement solutions that help companies acquire, monetize, engage, and retain customers. Operating across more than 130 countries, CSG manages billions of critical customer interactions annually — allowing companies across dozens of industries to tackle their biggest business challenges and thrive in an ever-changing marketplace.

This scale of global operations often comes with complexity and disparate processes that hinder peak performance. To truly embody its customer centric approach, CSG needed a better way to manage and respond to bids so that it could continue to empower employees to deliver exceptional customer experiences. Upholding the highest standards of work while responding to increased demand served as an opportunity for CSG to change its approach to the bidding process.

CHALLENGE SOLUTION

Inconsistency CSG now uses approved, curated Each team within CSG created its own Consistency & language throughout all regions and Between Regions & repository and processes resulting in product lines for consistent, defined Product Divisions inconsistent bids across the organization. communications. Standardization

Ombud’s implementation team assisted Without a single source of truth, team CSG in adding all the various source Local Storage members would have to search through One Central documents into Ombud, giving CSG a Across Many Tools Excel files or SharePoint to find a single Platform central hub for content creation and response. collaboration.

Lack of a unified knowledge base meant Subject Matter All assignments and content are now Subject Matter product managers and subject matter experts housed in Ombud — unclogging SMEs Experts Fatigue (SMEs) were leveraged repeatedly and would inboxes and making it easy to contribute Experts often ask “why am I answering this again?” Empowered to the bid process.

RESULTS

CSG’s bid team can now focus on providing quality responses at scale. With the help of Ombud’s Customer Success team, CSG fully adopted the platform in a matter of weeks, and now has a long-term partner that includes a dedicated Customer Success Manager.

½ the collaborators are now needed 35% of all content being reused 20

on each live bid since SMEs are no longer in the system is curated minutes: tapped on an ad-hoc basis the time it takes to fully train a new team 30% or more of every bid is

5,000+ curated, approved member on answered with previous responses or

responses are ready for use in RFPs Ombud curated reference content

“Working with Ombud has alleviated many of the pains we used to feel when RFPs would come in. Today, we can scale our bid process more efficiently and effectively to deliver quality responses. As a result, we’re capturing more new business opportunities.”

— John Orr, Bid Manager

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