2. THOUGHT - the action or process of BURST - a sudden, intense display, as
thinking, serious consideration... of activity, energy, or effort...to issue
reasoning power...the power to forth suddenly and forcibly, as from
imagine confinement or through an obstacle
(SOURCE - Meriam-Webster online) (SOURCE - Dictionary.com)
“Actionable ideas that make a real difference
now” TM
© 2011 ThoughtBurst, Inc. All Rights Reserved
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3. Contents
Page #
1. Who we are 4
2. How we help our clients 5
3. Our services 7
1. Strategy and assessment 8
2. Customer experience 9
3. Design and implement 10
4. Management 13
4. Our model 16
5. Our methodology 17
6. Our toolset 19
7. Our differentiators 20
8. Our contact details 21
© 2011 ThoughtBurst, Inc. All Rights Reserved
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4. Who we are…
• A new consulting company which
focuses on helping our clients plan for,
execute and manage significant
transformation efforts, particularly in the
area of customer/client related solutions
• Incorporated in 2010 and based in
Indiana
• Access to a large pool of very
experienced consultants
• Our clients are primarily large
organizations in the Financial Services,
Technology, Media, Healthcare,
Telecommunications and State
Government sectors
© 2011 ThoughtBurst, Inc. All Rights Reserved
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5. How we help our clients…
• Defining the strategy to take in relation to customers or
turning a mission statement into a fully operational and
measurable strategy
• Responding to a new regulatory or industry change which
has an impact across multiple business units or lines of
business
• Turning a transformation need into a coherent portfolio of
projects or initiatives and then successfully implementing
that portfolio in a co-ordinated and cost-effective way
• Improving the experience that customers have when
contacting the company and better differentiating the
customer experience based on the customers’ value or
other criteria
• Improving the consistency across multiple contact
channels
• Improving individual contact channels and bringing them
up to the same level of capability as others
• Integrating stand-alone channels with the rest of the
enterprise
• Rationalizing or better integrating IT systems across
multiple business units
© 2011 ThoughtBurst, Inc. All Rights Reserved
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6. How we help our clients…
Developing a strategy and Better defining their Business
Better defining their social
subsequently designing and Process Outsourcing strategy in
media presence or responding
implementing a cloud-based or providing support in
to the increasing volume from
CRM call center or enterprise- negotiating and managing
social media channels
wide IP deployment outsourcers
© 2011 ThoughtBurst, Inc. All Rights Reserved
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7. Our Services
Strategy & Assessment Services Design & Implementation Services Cross-Phase Services
Customer Facing Transformation
Customer
Experience
Business Requirements & Functional Design
Marketing
Operations
Sales
Business Process Design
Portfolio Management
Program Management
Organizational Change
Change Management
Operations
Technology Design
Service Areas
Contact
Assessment
Center
Strategy
Training
Operations
Face to face
Operations
Web,
Multi-channel
& mobile
Social CRM/
Social Media
Response
Business
Process
Outsourcing
Service Offerings 7
© 2011 ThoughtBurst, Inc. All Rights Reserved
8. Our services –strategy and assessment
ThoughtBurst can work with you to develop an overall In addition to helping you develop a strategy for an
customer operations strategy, a customer experience element of, or all aspects of your customer-facing
strategy, or a strategy for any one of the pillars of CRM operations, ThoughtBurst can undertake operational
such as : assessments in any one of these areas.
• CRM strategy
• Customer experience Whether it be strategy OR assessment work, we focus
• Contact center operations on bothnear-term results and long-term sustainability.
• Sales operations All of our recommendations will be actionable, based
• Web, multi-channel, mobile
on experience, have a realistic balance between
• Social media response
• Face-to-face operations
innovation and proven approaches and be focused on
• Business process outsourcing results.
“He that will not apply new remedies must expect new evils; for time is the
greatest innovator.” ...Francis Bacon (Essays, II, On Innovation)
© 2011 ThoughtBurst, Inc. All Rights Reserved
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9. Our services – customer experience
ThoughtBurst can support your implementation of the customer experience
strategy by designing the treatments different customers or groups of customers will
receive by interaction channel.Subsequently, we can help you implement that
strategy acrossa specific, multiple, or all of those interaction channels.
We can design and implement decision-engine and knowledge management
technologies to customize the interaction with each of your customers, provide the
right solutions to a problem or target the right customers at the point of interaction
with appropriate offers.
“The customer’s perception is your reality.” …Kate Zabriskie
© 2011 ThoughtBurst, Inc. All Rights Reserved
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10. Our services – design & implementation
Business Web & mobile self
processes service
Business Social media
requirements response
Operations Business & technical
management architecture
“Productivity is never an accident. It is always the result of a commitment to
excellence, intelligent planning, and focused effort.” ...Paul J. Meyer
© 2011 ThoughtBurst, Inc. All Rights Reserved
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11. Our services – design & implementation
Business processes Business requirements Operations management
Operations management
• Customer-related business • Business requirements • Process design, solution design
process analysis, design & re- gathering and functional & business requirements to
engineering design for packaged, SaaS support operations
• Operational processes across and custom operational management & performance
the full lifecycle: improvement, including:
systems, including:
– sales management,
– sales and acquisition of new – contact center agent desktop compensation and reporting
clients/customers applications,
– workforce management
– service in the contact or service – sales effectiveness solutions,
– quality assurance and call
center – business process management recording
– processes related to other (BPM)
– Speech analytics
interaction channels such as – call routing, IVR and
– performance management and
web, mobile, branch, local – knowledge management & balanced scorecard
office, social media decision tools development
• Requirements and design for
operational system interfaces
© 2011 ThoughtBurst, Inc. All Rights Reserved
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12. Our services – design & implementation
Web & mobile self service Social media response Business & technical architecture
Operations management
• Design and implementation of • Analysis/design of social media • Future-state business,
web changes, including a move response solutions, processes technical and application
to Web 2.0 and tools such as social media architectures to support
• Enhancement or introduction of analytics, response engines & customer-facing operations.
new mobile and device social CRM • Component modeling to
channels • Rules for social media support SOA-based
• Integration with chat response, which take into architectures
collaboration and telephony account: • Premise-based logical and
– the impact, importance, and
• Improvement to usability urgency of each “post” or physical architectures
functionality, navigation, brand “thread” to the overall customer • Integration architectures to
experience, operations and
effectiveness, channel brand support a cloud-based hosted
adoption, strategic positioning – the value and “influence” of the implementation.
and web process flow customer, to the organization
and brand
• Integration to BPM and call
routing
© 2011 ThoughtBurst, Inc. All Rights Reserved
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13. Our services – cross-phase
Program Organizational design
management
Portfolio Training
management
Change Process outsourcing
management support
”Change is inevitable, growth is intentional.”... Glenda Cloud
© 2011 ThoughtBurst, Inc. All Rights Reserved
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14. Our services – cross-phase
Program management Portfolio management Change management
Operations management
• Program management and • Specialized support in the • Development of change
Program Management Office definition and implementation management strategies
support for large integrated of complex multi-workstream covering areas such as:
programs, including: programs, with complex intra- – stakeholder analysis
– planning & co-ordination company, inter-company and management
– monitoring & tracking extra-company stakeholders – communications approach,
– issue management and drivers mechanism and messaging
– scope and change control, • The co-ordination and – cultural and emotional aspects
– risk & dependency integration of those of the change
management • Implementation of change
workstreams between
– budget and financial tracking organizations and departments management strategies
and control
– sub-contractor and vendor
activity and contract
management
© 2011 ThoughtBurst, Inc. All Rights Reserved
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15. Our services – cross-phase
Organizational design Training Process outsourcing support
Operations management
• Organizational design of • Development and • Outsourcing and right-shoring
customer-facing operations, implementation of training strategy and assessment
including areas such as: strategies • Outsourcer criteria
– overall governance of call center, • Development of training development & selection
sales, face-to-face and web
operations modules and materials for: • Contract negotiation
– facilities and organizational – self-paced electronic training • Metrics and measures
consolidation – auto-delivered “needs-based” development
– centralized versus decentralized training.
– remote webcast training
• Outsourcer process re-design
models,
– shared services models – face-to-face instructor-led • Management of outsourcing
– customer data and content training. partners on your behalf
– outsourcing governance • Training delivery (or train-the-
• Support in the implementation of trainer) for remote webcast
the design, including planning, training and face-to-face
HR considerations, change instructor-led training
management, & training
© 2011 ThoughtBurst, Inc. All Rights Reserved
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16. Our model
ThoughtBurst’s consultants have significant industry and
proven consulting experience together with a deep
understanding of our service offerings.
We look for the following in our consultants:
• Innovation and thought leadership,
• Deep skills AND experience in our core offering areas
• The ability to balance innovation and trusted
approaches to deliver optimal solutions
• Client focus
• Previous proven consulting experience
• Integrity
• Efficient and effective working practices
We have an innovative leveraged staffing model, which
enables us to supplement our own consultants with
additional senior, experienced individuals with
considerable expertise in customer strategy, customer
experience and in designing and implementing
customer-facing solutions.
Between ThoughtBursts’ own and these “virtual”
consultants, we has access to close to 500 years of
experience in the customer-facing operations, process
and systems areas.
“All truths are easy to understand once they are discovered; the point is to
discover them.” ...Galileo
© 2011 ThoughtBurst, Inc. All Rights Reserved
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17. Our methodology
TM
ThoughtBurst has developed a leading-edge methodology (C-SOARTM) for undertaking customer strategies and
assessments and for helping create and implement transformation program roadmaps. C-SOARTM evaluates the
customer-facing operations for its’ effectiveness, efficiency and differentiation from competitors using benchmarking
results, capability modeling, mystery shopping and client experience focus groups. This methodology builds upon
ThoughtBursts’ considerable experience in this space.
The use of the methodology drives a degree of consistency in the way in which our consultants undertake
engagements, leaving them to primarily focus their energies on bringing their experience to bear in the delivery of
value-add content and driving results rather than on the process of the engagement.
“The only source of knowledge is experience” ...Albert Einstein
© 2011 ThoughtBurst, Inc. All Rights Reserved
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18. Our methodology
ThoughtBurst has developed a
leading-edge methodology – Customer
Strategy, Operations Assessment &
Re-alignment (C-SOAR™) for
supporting customer-facing consulting
engagements.
The methodology incorporates:
• Strategy & Assessment (S&A) -
A comprehensive engagement
model for Strategy/Assessment
projects backed by a set of
maturity, benchmark and metrics
driven models
• Analyze, Design, Develop,
Deploy (A3D) - An
implementation model for
customer-facing projects,
including sets of standard
initiatives and architectures
which can be customized as
appropriate for the client
• A comprehensive application
toolset used by our consultants
during an engagement which
fully supports the methodology
“Measure what is measurable, and make measurable what is not so.”
...Galileo
© 2011 ThoughtBurst, Inc. All Rights Reserved
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19. Our toolset
This tool enables our
consultants to capture
engagement specific
findings consistently and
facilitates the more rapid
collation/synthesis of that
information.
Consultants are therefore
freed up to focus their
energies on using their
experience and skills to
analyze the information and
come up with
recommendations that drive
real results faster.
“Creativity is not the finding of a thing, but the making something out of it after it is
found." ...James Russell Lowell
© 2011 ThoughtBurst, Inc. All Rights Reserved
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20. Our differentiators
• Trusted advice from experienced people- All core consultants
have a minimum of 5 years in industry AND 5 years of
consultancy experience.
• Near-term results and long-term sustainability- All
recommendations will be actionable, based on experience and
be focused on near-term results and longer-term goals -
“Actionable ideas that make a real difference now” TM
• We develop workable strategies, we make strategies work-
So often a great strategy has poor implementation or technology
is implemented without a clear goal. ThoughtBurst helps you
avoid this gap through our experience, expertise and specialized
C-SOARTM methodology. Alignment of operations to support a
strategy is critical to the success of any transformation.
• Easy to do business with - This includes contracting,
resourcing and commercial arrangements
• Openness and trust at all times- Integrity and trust is our
mantra, not a marketing afterthought
• Relentless client focus- We focus on delivering the best
solution for each client, not on selling product or force-fitting
solutions
• Innovative methods and tools- We believe that methods and
tools should support, not replace consultants, leaving our people
to focus on value-add ideas and client specific innovations
”However beautiful the strategy, you should occasionally look at the results. “
...Winston Churchill
© 2011 ThoughtBurst, Inc. All Rights Reserved
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21. Our contact details
Contact us:
• +1-855-TBURST1 (+1-855-828-7781)
or on +1-317-550-
0213support@thoughtburstinc.com
• Online at www.thoughtburstinc.com
Follow us:
• LinkedIn – Thoughtburst, Inc
• Twitter - Thoughtburst1
• Facebook:
http://www.facebook.com/pages/ThoughtBu
rst/163385687019017
• YouTube Channel - Thoughtburstinc
© 2011 ThoughtBurst, Inc. All Rights Reserved
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22. “Actionable ideas that make a real
difference now” TM
© 2011 ThoughtBurst, Inc. All Rights Reserved
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