Case Studies

Vendor Managed Services (VMS)

Situation: A large retail company was using more than 75 outside staffing and consulting firms, many of which were short-term niche providers. The list of vendors was constantly changing as new vendors were added and existing vendors were removed from the list. As the number of vendors continued to grow, the company began losing control of its vendor relationships.  

Needs Analysis: CrossFire Group worked closely with the procurement department to uncover the exact needs of the company. CrossFire Group discovered that the company’s existing manual timekeeping and payment system was inadequate for keeping up with the constantly changing vendor list. The manual system was also not equipped to handle the regular contract updates for each vendor. Without a proper system in place, the company’s product pricing was inconsistent among departments and field managers were offering discounts not approved by procurement.  

Solution: To help the company regain control of its vendor relationships, CrossFire Group developed a comprehensive vendor management plan and implemented an automated timekeeping and payment technology solution to increase efficiency and improve accuracy. CrossFire Group eased the burden on the company by taking on the role of “master vendor” and by establishing an outsourced procurement department. This allowed CrossFire Group to negotiate contracts with vendors, disperse funds to sub-suppliers to shorten payment time from 70+ days to under 50 days, and consolidate invoicing into a single invoice. In addition, CrossFire Group also developed more stringent vendor vetting guidelines, sped up the vendor approval process, and minimized re-billing and non-payment of invoicing.

Results: By implementing the vendor management plan, the company regained control of its multiple vendors, reduced costs, and saved countless hours of employee time.

Business Process Outsourcing (BPO) Case Study

Situation: A major consumer products producer had hired nearly 1500 consultants who were paid as 1099 contractors; however, questions began to arise regarding the accuracy of the classifications. To ensure that the company was in compliance with IRS regulations, CrossFire Group was contacted to perform an evaluation.

Needs Analysis: CrossFire Group worked closely with the company’s HR and procurement departments to uncover any possible liability issues. During the evaluation, CrossFire Group determined that the client company was at risk of violating certain IRS regulations, which had the potential to result in possible tax consequences, workers’ compensation issues, and an overall increased business liability for the company.

Solution: To reduce liability, CrossFire Group established an ongoing program that evaluates all client contracts to ensure compliance with IRS regulations. CrossFire Group also implemented a stringent screening process to eliminate any contracts that do not meet the established criteria. In addition, CrossFire Group also became employer-of-record for any consultants that did not fit IRS guidelines as independent consultants.

Results: By implementing the plan developed by CrossFire Group, the company was able to move into compliance with IRS regulations and minimize its liability.

Staffing Solution Case Study

Situation: A major home repair business call center was experiencing extremely high turnover rates, up to 50%, for its customer service representative positions. Constant recruiting and training of new hires was cutting into the company’s profits, but the company was unable to determine the cause of the high turnover.

Needs Analysis: CrossFire Group provided onsite human resource and recruiting specialists to evaluate the situation and determine the cause of the high turnover. The specialists discovered that the high volume of in-bound calls (10,000 per day) was leading to employee burnout.

Solution: To reduce burnout and increase employee satisfaction, CrossFire Group developed a three-part retention strategy. The first step involved developing a more stringent screening process to recruit candidates highly suited for the position. CrossFire Group also initiated a training program to better equip employees in assisting customers, thereby reducing stress. In addition, retention bonuses and employee appreciation programs were also put in place to increase employee satisfaction.

Results: As a result of the programs implemented by CrossFire Group, the company was able to reduce turnover by 20% annually, a savings of tens of thousands of dollars each year.

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