For nearly 40 years, CSG has delivered innovative customer engagement solutions that help companies acquire, monetize, engage, and retain customers. Operating across more than 130 countries, CSG manages billions of critical customer interactions annually — allowing companies across dozens of industries to tackle their biggest business challenges and thrive in an ever-changing marketplace.
This scale of global operations often comes with complexity and disparate processes that hinder peak performance. To truly embody its customer centric approach, CSG needed a better way to manage and respond to bids so that it could continue to empower employees to deliver exceptional customer experiences. Upholding the highest standards of work while responding to increased demand served as an opportunity for CSG to change its approach to the bidding process.
Each team within CSG created its own repository and processes resulting in inconsistent bids across the organization.
Without a single source of truth, team members would have to search through Excel files or SharePoint to find a single response.
Lack of a unified knowledge base meant product managers and subject matter experts (SMEs) were leveraged repeatedly and would often ask “why am I answering this again?”
CSG now uses approved, curated language throughout all regions and product lines for consistent, defined communications.
Ombud’s implementation team assisted CSG in adding all the various source documents into Ombud, giving CSG a central hub for content creation and collaboration.
All assignments and content are now housed in Ombud — unclogging SMEs inboxes and making it easy to contribute to the bid process.
CSG’s bid team can now focus on providing quality responses at scale. With the help of Ombud’s Customer Success team, CSG fully adopted the platform in a matter of weeks, and now has a long-term partner that includes a dedicated Customer Success Manager.