Highlighting the results of our work

Highlighting the results of our work

Take a look at some of our client success stories and see how NorthStar has helped many companies execute their strategy to achieve their goals.

Results

Our clients see results, it's that simple

Ready to get results by working with NorthStar for your next successful project?

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With over 850 delivered solutions, NorthStar has a proven track record of helping companies succeed. From full lifecycle project management to strategic advisory services to staff augmentation, we custom build each solution to support and deliver the end goals for each of our clients.

We are proud to showcase our many projects and success stories. Here you can see how each solution was custom tailored to a company’s individual needs and how we worked to understand each company’s capabilities, weaknesses, and unique industry challenges.

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  • Providing project management services in support of knowledge base migration
    • Execution & Delivery
    • IT Infrastructure
    • Program & Project Management
    • Transformation Initiatives
    Providing project management services in support of knowledge base migration

    Fortune 50 Telecommunications Company

    Providing project management services in support of knowledge base migration

    For this knowledge base migration project, NorthStar provided project execution consulting as well as organization change management.  Project activities consisted of providing overall project management such as defining and planning the schedule, building logs for changes, risks, issues, and building communication plans.  For the organization change work, we supported the resource, process and technology integration of multiple corporate, market, and vendor stakeholder groups.

    The project was split into phases; phase 1 included initial application set-up & configuration and infrastructure set-up, establishing national & initial market application architecture, and conducting knowledge transfer from vendor professional services.  

    Phase 2 included execution, control, and project close.  As a team who values strategy execution, our role in this phase included not only a successful knowledge base migration but planning for post-deployment maintenance. 

  • Providing big data and data science talent for network content delivery team to detect and address anomalies
    • Data Science & Machine Learning
    • Execution & Delivery
    • Operations Management
    Providing big data and data science talent for network content delivery team to detect and address anomalies

    Fortune 50 Telecommunications Company

    Providing big data and data science talent for network content delivery team to detect and address anomalies

    NorthStar provided our client with big data and analytics talent for their network content delivery team. Our client was experiencing unusual network events that drastically degraded service for their customers.  The objective was to detect these, and other, issues from the data to help catch and address issues. In a big data environment with millions of events occurring per second, analysts and teams can quickly become inundated and be unable to find what is needed in the middle of all of the chaos.  Also, the client neither had a solid definition of what was customer-impacting nor how to identify their occurrence. 

    Our data scientists quickly surveyed the team and identified a new dataset that wasn't well understood or used, and identified ways to analyze network events and developed anomaly-detection algorithms that would indicate when something abnormal occurred.  They also identified ways to connect a separate dataset to know what anomalous events were customer impacting, and then predicted customer impacting events using machine learning.

    Our project reached several quantifiable goals using an analytical approach. With the analytical approach we were able to identify anomalous events without a pre-defined event signature.  This was done in a modular way that would allow various types of events to be detected again without knowing the details of what a future event would look like. By identifying events impacting the client's ability to deliver their desired quality of service to their customers, these anomaly detection and prediction algorithms give insight to the client when issues begin to happen and often in advance of their occurrence so they can address them proactively rather than waiting to either receive reports of the issue from their customers because client personnel was not able to observe the issue amidst the overwhelming amount of data and activity of normal operations.

  • Performing audit of legal disclaimers for clients dotcom channel
    • Customer Experience Improvement
    • Talent Management
    Performing audit of legal disclaimers for clients dotcom channel

    Fortune 50 Telecommunications Company

    Performing audit of legal disclaimers for clients dotcom channel

    The ability to market intangible services effectively to a mass audience is the goal of digital service providers and the teams that position content for customers. Due to the ease of online accessibility offered by high speed internet, consumers have grown accustomed to quick and efficient online ordering. This preference for speed requires marketing teams to develop short and pithy claims about their products in order to keep the customer “in line” and moving through the buy flow. However, equally important to the effectiveness of these claims is the ability to fulfill them, and overall adherence to the agreement made between buyer and seller at the time of purchase. This was a major issue for NorthStar’s client in the fall of 2014. Inaccuracies in legal disclaimers across all divisions of their Dotcom channel required a mass audit and restructuring by both the legal department and the web operations team. 

    The numerous obstacles faced during the audit can be encompassed by two major challenges. The first hurdle was the sheer size of our client’s online catalog. The number of offers requiring new disclaimers topped a conservative estimate of six hundred, each with distinct variations based on marketing claims. These variations included expired promotions, misuse of terminology, incorrect pricing and fee claims, along with the inappropriate copyright and trademark claims. The second obstacle was the dissimilarity between disclaimer structure caused by the inattention of former web operations workers, inconsistency by the legal staff, and abandonment of the appropriate approval process. The web operations team was given a deadline of forty-five days to complete the work but did not have the resources to complete the project. 

    In order to meet the project deadline, an additional resource was brought in to complete the audit, and daily meetings with the legal department were held to review current disclaimers and provide corrections. Time restraints for all parties made this a difficult and tedious process, but a general disclaimer template, developed in cooperation with the legal team, helped to expedite the corrections. The web operations team was able to meet the October 31st deadline, and used the lessons learned from the experience to maintain disclaimer accuracy. Web operations continues with both a dedicated disclaimer editor, and the practice of acquiring legal approval for each offer launch. This has resulted in a large reduction in both customer complaints and strain on division operation leads.

  • Integrating social media in the contact center to improve customer experience
    • Business Intelligence
    • Enterprise Information Management
    • Execution & Delivery
    Integrating social media in the contact center to improve customer experience

    Fortune 50 Telecommunications Company

    Integrating social media in the contact center to improve customer experience

    A client tasked NorthStar with improving the accuracy of their Contact Center's behavior tracking to optimize the customer experience.  The client had recently created a Digital Care team to handle modern contact channels (Social, Messaging, Chat, Forums) however this data remained siloed from their legacy channels (Voice, Retail).  The result was an incomplete picture of their customer contact behavior and an inability to measure the modern channel's effectiveness in improving customer experience.  

    Utilizing the social platform's REST API technology, NorthStar was able to ingest data from the modern channels into the corporate data lake combining it with legacy contact channel data.  This consolidation of data allowed the client to track their initial customer contact resolution within and across all channels and determine resolution rate of customers who contact via social media but might end up reverting to legacy channels for follow-up.  Analysis of this data allowed the Digital Care team to improve the handling of social media contacts and engage with the customers to drive a more proactive strategy to enhance their experience.  

  • Leading the selection of superior customer service and features for a VoIP solution
    • Business Intelligence
    • Technology Management
    • Tools & Technologies
    Leading the selection of superior customer service and features for a VoIP solution

    Multi-facility Medical Rehabilitation and Imaging Company

    Leading the selection of superior customer service and features for a VoIP solution

    A multi-facility Medical Rehabilitation and Imaging company was approaching the end of contract with its existing Business VoIP provider.  They were not happy with the quality and the customer service of their current provider and asked NorthStar for assistance in coming up with a new solution.

    NorthStar assessed the current state, worked with company leadership to understand pain points and future state requirements, determined the conceptual design for the new system, worked with its partner network of VoIP/UCaaS/CCaaS providers to select the best match provider, helped negotiate the terms and conditions to include better SLA terms, and assisted in the implementation process

    As a direct result of leveraging NorthStar as its Business Technology Solutions Advisor, the client got a higher-quality solution, better tailored to their individual requirements with an award-winning support model and a better overall price.

  • Supporting and coordinating our client’s OKR business process change
    • Business & Digital Transformation
    • Business Process Management
    • Execution & Delivery
    Supporting and coordinating our client’s OKR business process change

    Fortune 50 Telecommunications Company

    Supporting and coordinating our client’s OKR business process change

    NorthStar is providing talent services to our client’s streaming apps team to support and coordinate their Operational Key Result (OKR) business initiative for 8-10 teams.  Our client was looking to focus the effort of their Stream App group on work that would have a proven and measurable result for their customers. Previously, there was no clear way of correlating the work done directly to customer value.  

    With NorthStar talent as the supporting Program Manager and Coach, we built a working partnership between Product Owners, Developers, QA, and Operations Support to define and clarify the most important needs for stream customers.  These needs were targeted as the group's objectives.  Capturing these needs and determining how to quantify them into Key Results (KRs) was a major mindset shift for the group.  With NorthStar guidance, the teams had to decide what would best help "move the needle" for their customers for the targeted areas.  Capturing, ranking, and measuring the projects with this focus in mind was a new challenge for the teams.

    With the help of NorthStar, our client reached several industry goals. All of the new teams were able to create concrete goals (objectives), with supporting metrics (key results) to build towards those goals.  The teams were able to prioritize and focus on projects related to these goals. NorthStar continues to lead and manage the implementation of projects focused on our client's objectives, including platform expansion to reach more customers, improved reach of self-service to reduce wait times, and error rates equal to or better than competitor offerings to provide customers with a seamless experience. 

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