 |
Contact Centers |
 |
Education |
 |
Government |
 |
Health Care |
 |
Technology |
 |
Transportation |
Technology
Perhaps the fastest changing and most dynamic sector of the economy is the technology sector. Located in the heart of Silicon Valley, PCG has partnered with a variety of the world's most successful technology companies. This type of work requires creativity, flexibility, and quick turnaround in order to keep pace in the fastest moving service environment of all. Both our Net Impression® measurement process and our implementation assistance have proven very successful in a variety of situations involving technology services.
A sampling of PCG's technology clients includes:
Apple Computer
- Determined computer hardware and support needs for Apple's educational outreach program to elementary schools.
IBM
- Prioritized service support needs to the sales force by surveying IBM sales professionals using PCG's Net Impression® approach.
Pacific Bell (merged with SBC and now AT&T)
- Reduced customer service defections and identified priorities for increasing both new customer sign-ups and retention rates for the innovative technologies group. Products included residential and business voicemail.
NYNEX (now part of Verizon)
- Determined the market potential for entering the cable TV market in the New York and New England areas via extensive focus groups and telephone surveys.
Sun Microsystems
- Identified (via Net Impression® Leverage analysis of existing survey data) the most promising service improvements for Java technology supporting cellular phone technologies. Project included action-planning meetings with engineering and technical support staff to develop specific interventions.
Internal Revenue Service
- Identified (via an internal focus group/survey-based project employing Net Impression® technology) the most promising design improvements for an automated Report Generation System (RGS) designed to assist IRS field and service center auditors in collecting and organizing audit information from taxpayers.
Raychem
- Determined both the market potential and how to best market a new state-of-the-art technology to customers using conventional technologies (via focus groups and one-on-one interviews with current and potential users of the product).
Intrepid Systems (merged with PeopleSoft and now Oracle)
- Identified (via Net Impression® Leverage) the most needed service improvements for a high-end mission-critical inventory management system. Customers surveyed included some of the largest retailers in the nation, such as Blockbuster and Neiman Marcus.