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Greenwood Village, CO
1,001-5,000
Customer Engagement Software
Teams Using Ombud:
Bid Management, Security, Sales, Subject Matter Experts
  • 20 minutes: the time it takes to fully train a new team member on Ombud
  • ½ the collaborators are now needed on each live bid since SMEs are no longer tapped on an ad-hoc basis
  • 5,000+ curated, approved responses ready for use in RFPs
  • 30% or more of every bid is answered with previous responses or curated reference content
  • 35% of all content being reused in the system is curated
Download Case Study

CSG Makes Life Easier for SMEs with Intelligent Bid Process

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.

Content Challenges

Inconsistency Between Regions & Product Divisions
Local Storage Across Many Tools

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?”

Subject Matter Experts Fatigue

Ombud's Content Solutions

Consistency & Standardization
One Central Platform

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.

Subject Matter Experts Empowered

Results After Ombud

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.

  • 20 minutes: the time it takes to fully train a new team member on Ombud
  • ½ the collaborators are now needed on each live bid since SMEs are no longer tapped on an ad-hoc basis
  • 5,000+ curated, approved responses ready for use in RFPs
  • 30% or more of every bid is answered with previous responses or curated reference content
  • 35% of all content being reused in the system is curated
“Working with Ombud has alleviated many of the pains we used to feel when RFPs would come in. Today, we can scale our bid process more efficiently and effectively to deliver quality responses. As a result, we’re capturing more new business opportunities.”
John Orr
Bid Manager