OpenSpan Releases Results of Process Improvement Assessments

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Estimates Indicate Successful Customer Deployments that Resulted in an Aggregated $1.6 Billion in Cost Savings and an Individual Average Productivity Improvement of 21 Percent in 2011

OpenSpan, Inc., a provider of innovative user process analytics, optimization and automation solutions, has released the results of business process improvement assessments of the company’s customer base, which indicates an estimated overall improvement in efficiency that saved customers an aggregated $1.6 billion across 1.1 billion processes in 2011.

On average, OpenSpan deployments give customers an estimated 21 percent improvement in productivity. Some customers experience productivity improvements as high as 44 percent in more complex, heterogeneous environments. Estimates of the impact of OpenSpan technology deployments are customer-validated and are based on formal process improvement assessments conducted by OpenSpan’s Lean Six Sigma process consulting team.

Increased efficiencies in OpenSpan customers’ call center implementations resulted in an estimated average productivity gain of 19 percent. Customer back-office process improvement projects resulted in an increase in productivity estimated at 29 percent. OpenSpan customers who deploy solutions in the back-office achieve significantly higher improvements due to the history of efficiency initiatives in front-office vs. back-office scenarios, according to OpenSpan CEO Eric Musser.

“For example, in contact center environments, our assessments indicate that OpenSpan technology saved our customers as much as a dollar on every call handled,” Musser said. “Contact centers are among the most tightly-managed work environments in the world, where a few seconds on a call can quickly add up to a significant impact on the bottom line. Our assessments show that OpenSpan solutions make a real difference in our customers’ ability to perform in terms of customer service improvement, reductions in average cost per call and the ability to drive increases in net promoter scores.

“Many corporations are just now applying the same rigor to the back-office that has driven efficiencies in the call center,” Musser continued. “There’s more fertile ground for finding and eliminating waste in terms of manual, redundant and error-prone tasks in the back office. As a result, our customers see real value in the form of exponential returns on investment, and previously untapped opportunities to improve their operations and better serve their customers.”
Additional results of OpenSpan’s customer success assessment indicate:

  • Over 1 billion calls impacted by OpenSpan technology
  • Individual worker tasks processed of over 8 billion in contact centers and almost 790 million in back offices worldwide.

About OpenSpan
OpenSpan offers analytics software that captures all desktop activity for current-state operational insights on application events, as well as user workflow information that allows managers to identify and define discrete tasks and processes. Organizations then use OpenSpan’s desktop simplification and automation tool for building and implementing process improvement or complete process automation solutions across enterprise applications. OpenSpan solutions require no changes to IT architecture or mission-critical applications, providing rapid deployment, agile response to changing business needs, and continuous, iterative improvement. OpenSpan customers include Global 500 organizations in financial services, insurance and telecom, among other industries, who report exponential ROI, improved compliance, productivity increases and enhanced customer experiences. The privately held company is based in metro Atlanta. For information, visit

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