Foundry Audit
Find the friction.
A structured assessment of CX and contact center operations designed to uncover the most important opportunities.
The Foundry methodology
Understand the work.
Then improve it.
A practical progression from current-state assessment to a clear plan of action. The depth of each step depends on the engagement and the challenge.
Foundry Flow
See how the work actually moves.
A visual map of processes, handoffs, decision points, customer journeys, and operational friction.
Foundry Blueprint
Know what to fix.
A practical future-state design with prioritized recommendations.
Foundry Roadmap
Know what happens next.
A sequenced implementation plan showing priorities, dependencies, timing, and expected impact.
A closer look at Foundry Flow
See the handoffs.
Find the friction.
A shared picture makes it easier to discuss where work slows down and what needs to change.
Customer request
What does the customer need?
What does the customer need?
Initial assessment
Does the agent have the right context?
Does the agent have the right context?
Specialist handoff
Who owns the next step?
Who owns the next step?
Resolution
Is the outcome clear to the customer?
Is the outcome clear to the customer?
Illustrative example. Each Foundry Flow is developed around the processes and scope of the engagement.
The questions behind the map
- Where is information repeated or lost?
- Which decisions create delays or unnecessary transfers?
- Where is ownership unclear?
- What would help the next person complete the work?
What working together looks like.
01 / Align on the challenge
Clarify the questions to answer, information available, and boundaries of the engagement.
02 / Review and discuss
Combine operational information with the perspective of the people closest to the work.
03 / Make the recommendations usable
Connect findings to priorities, measures, and next steps. Identify assumptions and dependencies so your team can make informed decisions.
04 / Walk through the findings
Review the outputs included in your engagement and discuss how to use them.
Start with a conversation
Find the friction. Build what works.
Bring your customer experience or operational challenge. We’ll help clarify the next step.
Schedule a conversation