Customer Contact Center

Starwood Hotels & Resorts Location: Wichita, Kansas Square Footage: 51,000
CRB was contracted to provide Construction Management services for a new Customer Contact Center. CRB transformed the former mall tenant space into a reservation center housing 500 agents in only twelve weeks. Drawing on previous experience, the CRB team was able to meet the aggressive schedule and budget expectations of the client.

During the bidding process, CRB was the only Contractor to propose a schedule that could meet the client's critical timeline driven by the shutdown of another center. The critical coordination of this facility transfer was paramount to the client's operations. The selection process included the analysis of the invited contractors' Customer Service Center experience and pricing from competitive bidding. The project was competitively bid to four local General Contractors and CRB. The client selected CRB based on the team's call center experience, including three previous facilities for the client. During the bid process, the client determined the project was underfunded and award of the project was delayed.

This delay put the successful transfer of the other site at risk. Budgetary limitations required a significant reduction in the project cost and necessitated value engineering or reduction of the project scope in a very short timeframe. With no contractor awarded, the client had no partner to lead them through the cost reduction process. CRB stepped in to lead the value engineering and successfully reduced the project cost by 10%.
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