Ontario – Toronto GTA – North York
Corporation
www.opexcanada.com
Ontario
Toronto GTA
North York
Corporation
active
OPEX Canada serves small to medium sized businesses ready to make a change and take their business from mediocrity and frustration to excellence, without the struggle. We help clients earn more profit, reduce operating expenses, plan for growth and achieve quick results using non-traditional business consulting methods. Our clients include organizations in the fields of: energy, health, telecommunications, dental, government, manufacturing, security, finance and more.
Country of Ownership: Canada
Exporting: No
Primary Industry (NAICS): 541611 - Administrative Management and General Management Consulting Services
Alternate Industries (NAICS): 541690 - Other Scientific and Technical Consulting Services
Primary Business Activity: Services
Services:
Operations consulting, Business improvement consulting, Cost reduction consulting, Business startup planning
Sector:
Unique Applications: Energy
Problem: The State of California required that all Direct Sales be verified by a third party prior to being considered a valid sale.
Approach: Ignored the traditional Third-Party Verification Protocol (TVP) and opted for Real-Time Verification using the new BlackBerry (it was new at the time).
Solution: Agent at the door would enter basic customer data in a modified BlackBerry unit that had no other functionality, send the message and have a call centre in South Dakota contact the customer (in English or Spanish) within 5 minutes as opposed to the traditional 7-10 days.
Results: Leading edge technology allowed for a 98.6% successful verification rate as opposed to a industry standard (approximately 55.7). Agents could be monitored as per their verification success rate as well as the hours worked in a day. Estimated $45-Million in revenue recognized from this non-traditional real-time verification.
Home Security
Problem: A security company required optimum cash flow to run its business. Non-payment of customer accounts would be disastrous for the longevity of the business.
Solution: Devised a non-billing strategy for the company. If bills were not dispatched but substituted with a pre-authorized payment strategy only, there would never be aged receivables.
Results: Strategic Planning of non-billing corporate policy lead to customer€™s paying, in advance, of its financial obligation (quarterly, semi-annually and annually). Delinquent accounts were just over 1.5% and the company enjoyed approximately $500,000 of cash flow per each of its 4 monthly billing cycles. Company garnered over 10,000 customers in its first year of operation and was sold for $8-Million Dollars.
Telecommunications
Problem: 50,000 new sales per week created mail-room back log of welcome letters to new customers.
Discovery: Identified that the manual stuffing of welcome packages could not be maintained.
Solution: Strategic planning. Outsourced mail rendering to Xerox.
Results: Mail dispatched in a timely fashion (all 50,000 rendered weekly) in a variety of languages. Allowed company to focus on sales and not back-office routine functions.
Key / Major Clients: Energy America, Saskatchewan Health Ministry, Home Security, Cydcor,
Success Stories: Telecommunications
Problem: The customer€™s receivables were too high yet their monthly revenue was disproportionately low.
Approach: We performed a complete audit of their billing platform and associated audit controls to find the root of the problem.
Discovery: We identified that only 10% of their billing cycle being transmitted to their print vendor was accepted. The other 90% was rejected and thus not printed or ever dispatched to the customer. Revenues simply were not collected.
Solution: We fixed the transmission problem and placed audit controls to ensure the entire process was checked and balanced along the way.
Results: We reclaimed $5-Million Dollars
Energy
Problem: Customer in United Kingdom had extensive concerns regarding call duration on average at 12 minutes per customer.
Approach: We shadowed Customer Service Reps for a few days.
Discovery: We noted unusually high call durations due to multiple systems being accessed to find customer information.
Solution: We designed a proprietary application to house all data in one system with easy access. We also redesigned scripting and work-flow.
Results: Call duration dropped to approximately 2-3 minutes per call plus 1 minute wrap time. A 300% improvement saving the company a significant amount of revenue.
Government
Problem: The state of Georgia required its natural gas marketers to render their own customer invoices prior to marketing in the region. In addition, we had to scale up the call center to handle an increase from 2,000 calls per month to 12,000 calls per month.
Approach: Within 8 weeks we had to research, identify and implement a billing platform in order for our client to commence marketing in Georgia and develop a solution to handle the increased call volume.
Solution: Vendor identified and system installed and tested within 8 weeks. Call centre prepared for volume increase.
Results: Seamless transition. Client first at the gate to market and enjoyed a strong competitive advantage over other marketers.
Health
Problem: The client purchased 3 separately owned Dental Clinics and required amalgamation.
Project: Engaged to provide an analysis of the purchase of 3 separate dental clinics and amalgamating them into one cohesive practice.
Method: Identified the following areas of exposures and created a "Business Vision Plan": Space analysis
Hardware review
Application review
Audit control review
Standard Operating Procedures
Emergency Contacts
Financial Review (commissions, expenditures, inventory control)
Roles and responsibilities analysis
Employment Contracts
Results: Immediate review of patients that have not received oral hygiene in the past 12 months generated a call list of 1,000 customers (20% update at $200 each = $40,000 found dollars in 24 hours).
Testimonial: As the owner of three dental practices I needed a methodology for standardization and cost containment.
Within 1 week David had a handle on my business and identified at least 5 operational challenges.
In the second week David presented me with a vision for the future: Inventory control, expense reduction, scheduling template, hardware/practice management software standardization and the plan for creating my ‘A€™ team.
I now have a playbook to follow for operational excellence. David€™s vast experience and quick execution provides excellent value. You will see results almost immediately.
If you want to change your business for the better – call David. OPEX = Money!€?
Matt Steinberg
President
Steinberg Dental Centres, Inc.
€œDavid is one of the most knowledgeable people in the field of back office processing, customer care and retention.
Our business could not have been possible without his in superior knowledge, creativity and ‘get-the-job-done€™ attitude.€?
David Zeitz,
President – Energy America
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