Project Management

New Contact Center Improves Service Boosts Efficiencies and Reduces Costs

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Executive Summary

FranklinCovey is widely regarded as the global leader in productivity tools and effectiveness training - from its Franklin Planner personal organizer to training classes based on its 7 Habits of Highly Effective People. Ironically, it was the company's success in marketing its productivity solutions that led to many of its inefficiencies. Building upon the company's original focus on time management training seminars, FranklinCovey developed a burgeoning product line, including organizers and books, that required an extensive warehousing and distribution center, as well as a contact center for ordering and customer service. The company outgrew its technology infrastructure, and its overall technology needs were still growing. Outsourcing with EDS has enabled FranklinCovey to take advantage of EDS' business process outsourcing and leverage global economies of scale.

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