Relationship-Centric Companies: Part 5 - "Demonstrable Return on Investment"

The benefits to be gained from investing in the strategies mentioned in this series can be substantiated, and the return on investment can be quantified, by assessing real-world case studies and comparing our customer’s pre- and post-solution key performance metrics.

ROI at TRANZACT
Tranzact is a relationship-centric performance marketing agency that specializes in large-scale, fully integrated customer acquisition solutions and acquires hundreds of thousands of new wireless, credit card and insurance customers for its business affiliates — all while maintaining the systems and infrastructure to support 20 million annual satellite TV transactions. Theirs is a complex, high-volume and ever-changing transactional environment where each clients’ campaigns are not only vastly different, but also subject to daily change.

By implementing software that focuses on interaction delivery and enables the strategies discussed here, Tranzact was able to:

• Reduce development costs by 30% through improved efficiency and reduced IT lifecycles.
• Reduce time-to-value by 38%. Previously, new project roll-outs took 16 weeks as compared to the new, and considerably speedier, 6 weeks for new launches.
• Reduce workforce levels while improving manageability.
• Hire programmers who are proficient in solving business problems rather than hiring highly paid architectural experts.

"The results have been remarkable. From an infrastructure performance standpoint, just relating to our satellite TV business, we’re now processing more than 822,000 web service calls per day for our clients, while managing Web applications in real time that are used by more than 80,000 call center agents daily—and we are exceeding 99.9 percent uptime." - Jonathan Washburn, CIO, Tranzact