Business Intelligence, Key Performance Indicators & Strategy
by Ian Mackenzie, Support System Expert
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Changing the Perception of Cable Company Customer Care
by Richard Batenburg, Cable Management Expert
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Retrofit Residential Processes to Service Commercial Customers
by R Batenburg Cable Systems Expert
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6 Tools To Use In Project Management
By Richard Batenburg, Business Solutions Expert
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How to Improve Processes with Business Intelligence
by Richard Batenburg, Support System Expert
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Customer Care Mistakes on the Road to Customer Satisfaction
by Dick Batenburg, Retention Expert
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Process Automation: More Bang for the Buck
by Richard M. Batenburg Jr, Operational Efficiency Expert
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September 6, 2009
THREE QUESTIONS: Centennial "Hired gun" brings broad experience.
Read more>>

June 18, 2009
Tim McElligott from Billing/OSS World interviews Rich Batenburg about BATMANN Consulting. Read more>>

June 9, 2009
BATMANN Consulting sends Richard Batenburg (President) to the On Demand Summit in Philadelphia, PA.

BATMANN Consulting Announces the Addition of New Associates
 
DENVER [June, 2009] -- BATMANN Consulting has announced the following personnel additions.  

Rebecca King - June 2, 2009
Ms. King has worked for the past 8 years as a software engineer, focusing on the application development realm. Her career path has given her the opportunity to work with a wide variety of BI web development tools, from Adobe and Microsoft software to a number of development languages. Ms. Kinghas worked as a developer on sites such as eBags, Tumi, and the Shane Company. These sites are both customer facing and internal. She has also designed solutions to present internal reporting based around different data sources with clean and easy to use results, such as a competitive market research application for One Touch Intelligence. These experiences allow Ms. King to provide a custom solution to our clients.


Abe Stalker - Feb 27, 2009
Mr. Stalker has 10+ years of experience as a MCDBA Microsoft Certified Database Administrator. His expertise has enabled him to implement and manage large business intelligence analytical initiatives to support business analytics. Whether it is building a business intelligent platform using legacy reporting platforms or utilizing existing dashboards or reporting services, Mr. Stalker’s experience allows him to provide the custom deliverable for our clients. Mr. Stalker is a MCDBA Microsoft Certified Database Administrator with development and scripting expertise in the areas of MDX, SSIS, DTS and TSQL with a firm background in MS Reporting Services, Proclarity, PerformancePoint and Business Object Crystal Reports.

BATMANN Consulting Helps Cable Operator Increase Revenue and
Reduce Operating Expenses
Process improvements and problem solving improve PPV and VOD operations.

DENVER [June 2, 2008] – BATMANN Consulting, which specializes in streamlining processes and maximizing return from technology, announced today that it has helped a large division of a major MSO reduce operating costs and improve revenue resulting in a net gain of $150,000 per month.  
 
Utilizing the company’s proprietary INSIGHT™ methodology, BATMANN Consulting worked with the entire organization, crossing departmental lines, to identify points of failure and implement solutions.  Additionally, BATMANN team members analyzed each step in the PPV and VOD operation, implementing automated procedures for previously manually intense, error ridden processes.  
 
“Because internal resources were bogged down with day-to-day workloads and trapped within their department silos, no one was able to holistically look at the entire work flow and identify the root cause of PPV and VOD problems,” said Richard M. Batenburg, President of BATMANN Consulting. “The BATMANN team was able to take the time necessary to pin point issues and implement repairs without impacting day to day operations,” he added.
 
What BATMANN Consulting does for a client goes beyond a singular problem resolution consulting engagement.  BATMANN Consulting takes a much larger view of the business issue than what is presented to them.  Their approach is to evaluate the situation, design a solution that fits, gain adoption and optimize performance.  They do this by identifying all the departments involved that need to coordinate with each other.  They then design a project plan and implement solutions that cross traditional silos.  This holistic approach was used to streamline the PPV and VOD processes and enable the proactive maintenance and delivery of the services.
 
In just a few short months, BATMANN Consulting delivered significant improvements to the PPV and VOD operations and streamlined and automated process resulting in the following:
 
Increased Revenue by Approximately 10% Per Month Through:  
–     The repair of problems that resulted in customers not receiving events
–     Process improvements that ensure customer purchases are not lost
–     Reduced failure points which improved order completion rates resulting in repeat PPV/VOD usage
Reduced Internal Resource Workload:  
–     Estimated time savings due to new and automated processes:  20 hours/month
–     Estimated time savings due to improved accuracy and timeliness of reports:  32 hours/month
Improved Process Accuracy:  
–     Eliminated cut and paste process through implementation of automated tools
–     New streamlined and consolidated reports eliminated “eyeballing” and enabled new troubleshooting tactics
–     Improved communication between departments ensures the accuracy of information and eliminated possible disruption to the workflow
Improved Customer Satisfaction:
–     Improvements to the building and maintenance process ensured that customer’s are able to receive the events that they order
–     Improved completion rates resulted in increased repeat PPV/VOD usage

“Our clients realized an immediate return on investment through reduced man hours and increased revenue.  Even more importantly, they now have processes and procedures in place that allow them to proactively monitor and trouble shoot the PPV and VOD services, preemptively avoiding order failures,” said Batenburg.

With more than 20 years of experience in the evaluation, assessment, implementation and deployment of process solutions to the broadband and telecommunications industries, BATMANN Consulting has a proven track record in analyzing diverse business requirements and providing clients with process improvements that minimize operational disruptions and guarantee maximum ROI.

BATMANN Consulting Announces the Addition of New Associates
 
DENVER [January, 2008] -- BATMANN Consulting has announced the following personnel additions.  
 
Michael Francis, Associate:
Mr. Francis has over 15 years Operational and Systems Management experience, including Customer Service, Team Dynamics, Team Development, and Process and Property Management.  Francis has extensive experience designing and developing customer care systems, KPI tracking methods, and developing and implementing corporate sales plans. He has two BA degrees from the University of Denver and the Université de Paris III (Sorbonne Nouvelle), as well as an MBA from the University of Denver.
 
Steve Hobbs, Associate
Mr. Hobbs has thirty years of broad based systems, financial and operations management experience. For the last fifteen years, he has focused on implementing systems for large and mid sized businesses in a variety of industries. Previously he served in Chief Financial Officer, Controller and Operations Manager positions. Hobbs’ qualifications are further highlighted by the Certified Management Accountant and Project Management Professional certifications he has achieved.
 
Lisa Stanek, Associate
Ms. Stanek has over 25 years of business experience in Project Management, Business/Systems Analysis, Product Development, and Business Management.  She has a background in a wide variety of industries and has spent the past 10 years in telecommunications/cable, working extensively with numerous billing and provisioning systems.  Stanek has a Bachelor's degree from the University of Colorado and Masters of International Management from the American Graduate School of International Management.
 
Trish Thornton, Associate
 Ms. Thornton is a professional, innovative IT leader dealing with World Class business practices.  With 17+ years of experience with customer care, billing and provisioning systems, her recent focus has been in the management of data migration practices and methods to maintain data integrity that results in shorter data processing time and realized cost savings.  She has a solid foundation in support structures and modeling with an emphasis on the ability to translate operational business process and performance improvement initiatives into software functionality to match key business strategies.

“These new associates are an integral part of our business model,” stated Richard M. Batenburg, President of BATMANN Consulting.  “The depth of knowledge and experience they bring to our team will enable us to continue to exceed our client’s expectations,” added Batenburg.
 
About Batmann Consulting

BATMANN Consulting works with clients to maximize return from technology investments. Through the company’s exclusive INSIGHT™ Methodology, BATMANN is able to quickly understand an organization’s business and align IT initiatives with key performance metrics to drive bottom-line performance.
 
All of BATMANN’s consultants are senior and executive-level professionals with an innate ability to interact with all levels of an organization, including executives, clients, vendors and administrative front-line staff.  Based in Denver, BATMANN Consulting helps clients analyze and select new automation tools as well as increase the utilization of existing systems.

BATMANN Consulting Launches Program to Streamline MSO Reporting Needs
RD(3) - Reporting Design, Development and Delivery maximizes the efficiency of internal resources and improves accuracy of reports.

DENVER [October 1, 2007] – BATMANN Consulting, which specializes in helping companies maximize return from technology investments, today announce the availability of a new program to assist MSOs in streamlining and improving the accuracy of reports.
 
Utilizing the company’s proprietary INSIGHT™ methodology, BATMANN Consulting’s RD(3) program focuses on increasing productivity and reducing cost by examining and evaluating MSO reporting needs holistically.  
 
“Running and maintaining accurate, timely reports has been an arduous and manually intensive process for cable operators,” said Richard M. Batenburg, President of BATMANN Consulting. “Our new program identifies redundancies and targets high effort reporting processes.  These are then consolidated and re-engineered into more efficient and accurate work flows,” he added.
 
Unlike evaluations that can take months and cost hundreds of thousands of dollars, the RD(3) program identifies areas for improvement which can be immediately repaired in as little as two months.  BATMANN Consulting’s RD(3) program delivers the following for clients:
 
•      Identification and design of current reports & procedures
•      Identification and design of report & process modifications
•      A Strategic Implementation Plan that includes Process re-engineering and System enhancements
•      KPI Implementation Plan
•      Recommendations for further enhancements
•      On going KPI analysis framework
•      A base for future reporting development
 

“In many cases, our clients realize an immediate return on investment through reduced man hours.  Some customers tell us they have recovered the entire cost in as little as three months,” said Batenburg.


With more than 20 years of experience in the evaluation, assessment, implementation and deployment of process solutions to the broadband and telecommunications industries, BATMANN Consulting has a proven track record in analyzing diverse business requirements and providing clients with process improvements that minimize operational disruptions and guarantee maximum ROI.