Project Description

Insites MegaMap®

Our MegaMap® methodology marries process and data analytics to show the science while visualizing the full picture. Diving into this data allows us to uncover opportunities within processes. When printed, MegaMap® is 5 feet tall and 22 feet long. Proprietary and exclusive to Insite®, MegaMap® holds a registered trademark and it is currently patent pending.

MegaMap

Insite created MegaMap® as a unique way to merge CUSTOMER EXPERIENCE and EMPLOYEE EXPERIENCE into a single view. It is a one-of-a-kind, visual tool for anyone seeking to IMPROVE EMPLOYEE WORKFLOW, CUSTOMER SATISFACTION, PERFORMANCE METRICS, or a SPECIFIC PROCESS. Challenges are right in front of you with visible solutions. Insite’s proprietary MegaMap® presents a crisp, clear list of takeaways showing a pathway to improvement from start to finish on a single sheet of paper.

Timeline

Your MegaMap® begins with the DISCOVERY PHASE, as Insite consultants observe all workflow steps in your contact center or back office operation. Next, our analysts dive in. We sift through the DATA and compare it to our BENCHMARKS. By analyzing the discoveries between process steps and the data, we DETERMINE ROOT CAUSES and IDENTIFY OPPORTUNITIES.

  • Week 1 – Discovery Phase

  • Week 2 – Benchmarking

  • Week 3 – Analysis & Upgrades

  • Week 4 – Discussion

What You Get

Opportunity Index –

The opportunities that are identified become takeaways, a series of quick hits and longer-term corrections, listed in an easy-to-spot index. Each takeaway icon calls attention to the increase in efficiency and customer satisfaction produced at each step. Within this deliverable, we detail each opportunity with the impact, effort, complexity, and cost. Each opportunity has one or many tactical recommendations for your business leaders to implement.

Executive Summary-

A summary deck with results and data compiled for and delivered to an executive audience.

MegaPlan-

We developed the MegaPlan™ to help prioritize and implement the opportunities of improvement from the Opportunity Index of the MegaMap® evaluation process. The MegaPlan™ can assign an owner and timing to completion, while tracking progress along the way.

MegaMap Video

About MegaPlan

We created the MegaPlan™ to take the opportunities we identified through the MegaMap® and really be that bridge over to the implementation of all the opportunities that we identified.

We developed the MegaPlan™ to help prioritize and implement the opportunities of improvement from the Opportunity Index of the MegaMap® evaluation process. The MegaPlan can assign an owner and timing to completion, while tracking progress along the way. 

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