What is it? 

Marathon Partners is a full implementation consulting partner working side by side with your organization to optimize the use of your Verint solution(s) and associated business processes. We will baseline your current state performance related to service, quality and cost, and provide expert consultancy to significantly improve those KPI’s.

How does it work?

We take a two-step approach. Step one is to conduct an operational analysis. Typically, a two-week timeframe. During this two-week effort, we examine the current state performance baseline (service, quality and cost), perform a review and analysis of key processes, technologies and the day-to-day management. We identify priority issues and develop a plan to drive improvements. An agreed upon performance baseline of KPI’s is defined so there is transparency and clarity on what will be improved and by how much. We will provide you with all the required information such as a project plan, deliverables, timeline, benefits, cost, cashflow and guaranteed ROI so that you can make an informed decision to move to step two, the implementation.

Step two, this is a full implementation, not just a recommendation. We take a partnership approach with the MPC consulting team doing most of the heavy lifting and your front-line leaders investing one to two hours a week over the course of the engagement. We will meet weekly to track progress, and report on the benefits and ROI achieved. Typical KPI’s that can be used to measure the benefit include unit cost, overtime, outsourcing cost, service level, abandonment rate, first call resolution and quality improvements such as NPS or CSAT. We believe in sensible change management and will work closely with your team to ensure long term sustainability. Mostly we believe in keeping and delivering our promise. The guaranteed 2:1 ROI. We deliver or we don’t get paid, it’s that simple.

What are the Benefits of using it?

Guaranteed ROI