Get validated ideas and proven practices culled from industry and member-company sources with UWEBC insights.

Below are UWEBC publications and insights dating back to 2006. They present informed opinions, checklists, calculators, success briefs and case studies to help you make informed business decisions in a broad range of focus areas. Key takeaway checklists and executive summaries are available to all. Full reports and Peer Group meeting materials are available to UWEBC members only.

    2017
  • Customer Service
    • Best Practices: Intraday Managment at Northwestern Mutual

      Jeremy Lewandowski shared Northwestern Mutual's command center's intraday management routine and the business outcomes that they drive.

      PDF FileMembers Only Best Practices
    • Success Brief: Great Lakes Educational Loan Services' Contact Center and Agent Management

      Mike Hamill shared Great Lakes Educational Loan Services' approach to managing their contact center and agents using MySuccessManager.

      PDF FileMembers Only Success Brief
    • Success Brief: Managing Contact Center and Agent Performance at Briggs & Stratton

      Dave Cluka of Briggs & Stratton shared their approach to managing their contact center and agents using DOMO.

      PDF FileMembers Only Success Brief
    • Success Briefs: Coaching Frontline Associates

      Bill Leinweber from School Specialty and Tim Johnston and Eddie Dryer of American Family Insurance provided their respective companies' approaches to one-on-one coaching sessions.

      PDF FileMembers Only Success Briefs
  • Information Technology
    • Success Briefs: How Companies Are Encouraging Innovation

      At the March 2017 Information Technology Peer Group meeting, numerous members at breakout sessions were asking the question, "How is your company encouraging innovation?" This success brief provides a further look into this topic and successful case studies from IT departments at our member companies.

      PDF FileMembers Only Success Briefs
  • Marketing
    • Summary: 10 Insider Tips for Getting Actionable Mobile Insights From Your Search Analytics

      Brian Klais of Pure Oxygen Labs presented the keys to uncovering mobile inisghts hiding in your search analytics with 10 insider tips you can do today.

      PDF FileMembers Only Summary
    • Summary: Pillars of Insight-Driven Experiences

      Mark Clark of Healthgrades presented on the building blocks for customer understanding and insight-driven communication. This included the three pillars of insight-driven experiences, which are predict, differentiate and personalize.

      PDF FileMembers Only Summary
  • Supply Chain Management
    • Procurement – Success Brief: Vendor Management

      Hilary Schreiber shares how Foot Locker is implementing vendor management into their sourcing process.

      PDF FileMembers Only Success Brief
    • Logistics and Distribution – Summary: Foreign Trade Zone Overview

      Julie Pojar presented on how member company Kohler Co. established a Foreign Trade Zone (FTZ) on their campus in Kohler, Wisconsin.

      PDF FileMembers Only Summary
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    2015
  • Customer Service
    • Success Briefs: Improving First Contact Resolution

      Member companies American Family Insurance and CUNA Mutual Group share success briefs on their current initiatives focused on First Contact Resolution.

      PDF FileMembers Only Success Briefs

    • Case Study: Focusing on Customer Experience in the Customer Care Center

      Snap-on, a UWEBC member company, shared a case study on how they strategized more ways to take their Customer Care Center to the next level.

      PDF FileMembers Only Case Study

    • Case Study: No Nonsense, No Bull: Prioritizing Customer Experience

      Member company Duluth Trading Company provided a case study on prioritizing their customer experience.

      PDF FileMembers Only Case Study

    • Summary: Using Voice of the Customer to Drive Improvements

      Customer expectations are climbing because of readily available online information and innovations made by leading companies. By harnessing voice of the customer (VOC), you can better understand and address their expectations and needs. Patricia Coyne of CUNA Mutual Group and Jim Middlebrook of Harley-Davidson presented ways to leverage VOC data to make practical and competitive changes.

      PDF FileMembers Only Summary

    • Success Briefs: Increasing Agent Productivity

      Generating an effective work environment and measuring the efficiency of your customer service agents can help your company eliminate unnecessary expenses. Member companies Northwestern Mutual, Demco and Sub-Zero Group, Inc. shared how they enhanced their customer service systems to achieve positive changes within their agent divisions.

      PDF FileMembers Only Success Briefs
  • Information Technology
    • Summary: Transferring the Residual Risk: Insuring Your Data

      Derek Laczniak, Insurance Professional at M3 Insurance, explained the threats of cyber breach, what constitutes a cyber liability policy, the funding mechanisms behind a liability policy, underwriting the policy, and what to do before and after a breach.

      PDF FileMembers Only Summary

    • Summary: State of Enterprise Architecture

      Maribeth Achterberg, Information Technology Executive at Johnson Controls, analyzed the current application of Enterprise Architecture (EA) in a corporate setting by splitting the framework into two focuses: technology and business. She explained the challenges businesses face when employing EA, especially when transitioning from technology architecture to business architecture.

      PDF FileMembers Only Summary

    • Case Study: American Family Insurance

      Craig Jordan and Martin Stoddard shared American Family Insurance's extensive process to manage new technology to receive, use and present data. They also discussed the company's approach to implementing Enterprise Architecture (EA) to centralize infrastructure within its information and data management strategy.

      PDF FileMembers Only Case Study

    • Best Practices: Mobile Security Standards

      Matt Christensen from member company Northwestern Mutual recapped the development of mobile device management, discussed the steps to take to ensure management of mobile security standards and forecasted where mobile is heading.

      PDF FileMembers Only Best Practices

    • Best Practices: Mobile Threats Analysis

      Jon Marler shared Trustwave's top 10 tips when it comes to securing your network from mobile threats and malware. He explained that with or without a mobile device management (MDM) system in place, every company has the capability of enforcing these recommendations to better protect their enterprise.

      PDF FileMembers Only Best Practices
  • Marketing
    • Case Studies: Social, Mobile and Location-Based Marketing

      Kevin Kiser, Director of Marketing with SOLOMO, a Gartner Cool Vendor and Steve Case "Rise of the Rest" winner, shares types of location technology available today, best practices when approaching new initiatives and some industry examples across B2B and B2C organizations.

      PDF FileMembers Only Case Studies

    • Video Bookmarks: Reviving Your Web Analytics Program

      Adam Greco, Senior Partner at Web Analytics Demystified, outlines the steps that organizations should take to get the most out of their web analytics program/implementation. Based upon over a decade of helping organizations succeed with web analytics, Greco shares common mistakes made and how to avoid them.

      PDF FileMembers Only Video Bookmarks

    • Trends Report: Technologies and Strategies That Can Change Your Business in 2015

      Todd LaBeau, SVP Director of Digital, at Lindsay, Stone, and Briggs provided an inspirational look at what companies must do in 2015 to be successful. Todd presented examples of how to engage customers through integrated marketing across channels in a way that stands out in an already saturated marketplace.

      PDF FileMembers Only Trends Report

    • Case Studies: Brief Wins of 2014

      Member companies Colony Brands, CUNA Mutual group, Duluth Trading Company and Schneider shared brief wins that their respective companies experienced in 2014.

      PDF FileMembers Only Case Studies
  • Supply Chain Management
    • Video Bookmarks: Lean in Procurement

      In this presentation, Dan Schoepke revealed the steps of rapid improvement in project procurement by implementing a lean outlook.

      PDF FileMembers Only Video Bookmarks

    • Summary: Foundations of a Successful S&OP Program

      Using a Sales and Operation Planning (S&OP) program is a change management process; companies must have an organized structure to orchestrate change, as team members don't have the capability to do so themselves. Wendy Brooke, assistant professor at UW-Platteville, explained the six sections that make up a successful S&OP program, as well as the importance of change management and continuous improvement as foundations of the process.

      PDF FileMembers Only Summary

    • Best Practices: Inventory Strategy Development

      This presentation by Llamasoft focused on three main challenges of inventory strategy: complexity of operations, demand variability, and demand propagation and analysis. There are intradependencies of raw materials going into the same finished goods, which can be a challenge when understanding interactions and inventory requirements. This is in addition to the need to drive inventory optimization, algorithms and approaches to figure out the best response to demand variability, which also includes stocking strategies.

      PDF FileMembers Only Best Practices

    • Case Studies: Supply Chain Efficiencies

      Ford Motor Company, The Hershey Company and Freescale provided case studies on how they successfully balance inventory needs from a supply and cost standpoint while having the right inventory, in the right place, at the right time and how they report it.

      PDF FileMembers Only Case Studies

    • Key Factors: State of the Truckload Industry

      In this presentation, Brandi Goodman, VP of Logistics Shared Services at member company Schneider, dove into the overall market outlook of the truckload industry, including both opportunities and challenges in the current transportation market. Many shippers and carriers can agree that production is on the rise, capacity is tight, fuel cost is decreasing, and regulatory pressures continue to add complexity to the workforce. However, Goodman gave an inside look at the four key factors driving the truckload industry.

      PDF FileMembers Only Key Factors
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    2014
  • Marketing
    • Measuring Marketing's Influence with Cross-Channel Data Attribution Modeling

      The ability to better understand the digital experience of customers requires that we measure multiple touch points with our digital assets and piece together information from many data sources. This recent Best Practice Report summarizes how to measure marketing's influence with cross-channel data attribution.

      PDF FileSummary PDF FileMembers Only Full Report
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    2013
  • Marketing
    • Reaching Consumers in a Multi-Device Environment: Strategies for Digital Marketing

      A sharp increase in use of mobile devices, tablets, and smartphones is changing how consumers interact with digital media and experience brands. Using several different types of devices with more interactions in many different settings, consumers are less apt to distinguish digital as a separate marketing channel.

      PDF FileSummary PDF FileMembers Only Full Report
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    2011
  • Sales Operations
    • How to Implement an Effective Sales Process and Make It Stick

      This Best Practice Report is 10 pages of actionable ideas and tactics that will help companies design, implement, and sustain an effective sales process. Authored by Roger Paulson, UWEBC Practice Director, and Matt Herkenhoff, formerly a UW-Madison student.

      PDF FileSummary PDF FileMembers Only Full Report
  • Supply Chain Management
    • Spotlight on Supply Chain Process Improvement Initiatives

      Key takeaways culled from the comments of attendees at the January 2011 Supply Chain Management Peer Group Meeting.

      PDF FileKey Takeaway Checklist
  • Marketing
    • Facebook & Twitter: Best Practices, ROI, Case Studies

      Key takeaways culled from the tweets of attendees at the January 2011 Web & Multichannel Marketing Peer Group Meeting.

      PDF FileKey Takeaway Checklist
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    2010
  • Customer Service
    • Knowledge Management in the Contact Center

      Key takeaways culled from the comments of attendees at the Oct. 20 Customer Service Peer Group Meeting.

      PDF FileKey Takeaway Checklist
  • Information Technology
    • IPv4 Address Exhaustion and the Transition to IPv6

      Key takeaways culled from the comments of attendees at the Oct. 27 Information Security & Infrastructure Peer Group Meeting.

      PDF FileKey Takeaway Checklist
  • Marketing
    • Social Listening

      Key takeaways culled from the comments of attendees at the Aug. 5 Web & Multichannel Marketing Peer Group Meeting.

      PDF FileKey Takeaway Checklist

    • Integration of Social Media and E-mail

      Key takeaways culled from the comments of attendees at the Nov. 11 Web & Multichannel Marketing Peer Group Meeting.

      PDF FileKey Takeaway Checklist
  • Sales Operations
    • Social Media in B2B Sales: Impacts and Opportunities

      Key takeaways culled from the comments of attendees at the Dec. 16 Sales Operations Peer Group Meeting.

      PDF FileKey Takeaway Checklist

    • Aligning Sales Operations with Sales Strategy

      Key takeaways culled from the comments of attendees at the Sept. 16 Sales Operations Peer Group Meeting.

      PDF FileKey Takeaway Checklist
  • Supply Chain Management
    • Selecting and Using Metrics to Manage Logistics Performance

      Key takeaways culled from the comments of attendees at the June 25 Supply Chain Management Peer Group Meeting.

      PDF FileKey Takeaway Checklist

    • Speaking "CFO" to Corporate Finance

      Key takeaways culled from the comments of attendees at the Nov. 19 Supply Chain Management Peer Group Meeting.

      PDF FileKey Takeaway Checklist
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    2009
  • Information Technology
    • Green IT: Opportunities and Leading Practices

      Because technology has a disproportionate effect on sustainability, Green IT has become an important and widely discussed topic. Armed with the results of research sponsored by CUNA Mutual, we address Green IT in-depth in this report.

      PDF FileSummary PDF FileMembers Only Full Report

    • Enterprise E-mail Security Best Practice Guidelines

      E-mail is both the lifeblood of business communications and a potential source of crippling liabilities. This report details 10 best practices that can help companies to assess and strengthen their e-mail security.

      PDF FileSummary PDF FileMembers Only Full Report
  • Sales Operations
    • Improving Sales & Marketing Alignment

      Identify the causes of dis-alignment between these two critical functions, and learn how to bring them together to improve efficiency and revenues. Includes a helpful assessment scale from Harvard Business Review and leading practices for improvement.

      PDF FileSummary PDF FileMembers Only Full Report
  • Marketing
    • Best Practices in E-mail Marketing

      E-mail has become a powerful and high-ROI marketing tool instantly delivering value to the customer. A 2008 Direct Marketing Association study found that e-mail marketing ROI averages $45 for every dollar spent. In this era of tight budgets and rising inbox clutter, this report can help marketers run effective and efficient e-mail campaigns.

      PDF FileSummary PDF FileMembers Only Full Report
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    2008
  • Supply Chain Management
    • Calculate and Compare the Total Cost of Acquiring a Part Domestically vs. Overseas

      A fully functioning, multi-worksheet Excel financial tool that calculates and compares total cost of a current, domestic part source with a potential overseas source. Calculates impact on cash flow resulting from your inputs on the differences in material, logistics, inventory and other costs.

      PDF FileExecutive Summary PDF FileMembers Only Full Decision Tool
  • Marketing
    • Choosing the Right Website Search Tool: An Overview of Best Practice Guidelines

      This report describes a structured approach (including a RFI questionnaire template) for selection and evaluation of a search tool for your company's Website.

      PDF FileExecutive Summary PDF FileMembers Only Full Report
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    2007
  • Customer Service
    • SEO Best Practices

      This checklist will help educate readers about the fundamentals of search engine optimization and provide tactics to improve a website's ranking on the list of natural (unpaid) search results returned by many popular search engines.

      PDF FileExecutive Summary PDF FileMembers Only Full Report
  • Information Technology
    • Combating Identity Theft: Leading Practices for Credit Unions

      This report provides a detailed list of steps leading to identity theft and fraud at credit unions. Best-practice countermeasures make this Best Practice Tool a valuable aid in reviewing information security and authentication practices.

      PDF FileFull Report
  • Marketing
    • Designing Websites for Accessibility: An Overview of Best Practice Guidelines

      The report outlines best practice guidelines to be followed in creating an accessible Website design. Information on Web accessibility assessment procedures, tools and an accessibility compliance checklist is provided. Report also includes an interview with Dr. Gregg Vanderheiden, a world renowned authority on accessibility issues, and Director of the UW Trace R&D Center.

      PDF FileExecutive Summary PDF FileMembers Only Full Report

    • SEO Best Practices

      This checklist will help educate readers about the fundamentals of search engine optimization and provide tactics to improve a website's ranking on the list of natural (unpaid) search results returned by many popular search engines.

      PDF FileExecutive Summary PDF FileMembers Only Full Report
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    2006
  • Supply Chain Management
    • Transportation Management Best Practices

      This paper highlights the growing importance of transportation management and discusses recent changes in the market and how these changes have affected manufacturers. The paper also provides a summary of best practices to address these challenges. This paper is useful for those who outsource all their transportation needs and for those who own their fleet.

      PDF FileSummary PDF FileMembers Only Full Report
  • Marketing
    • Corporate Blogging Best Practices

      This paper describes the different types of corporate blogs and their applications; lists best practices for running one's own corporate blog and for managing how your company is represented on others' blogs; examines case studies exploring successful and unsuccessful corporate blogging attempts; and contains a glossary of specialized terms found in the blogging community.

      PDF FileTable of Contents PDF FileMembers Only Full Report

    • Top Ten Website Speed Optimization Tips

      Website speed optimization continues to provide significant improvements for any company's online presence and can have a large impact on its e-business initiatives. This paper outlines ten of the most effective tips for improving your website's speed and performance. The tips are organized into three basic categories including image, website design, and HTML code optimization.

      PDF FileTable of Contents PDF FileMembers Only Full Report
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Interested in Becoming a Member?

Beth de Garcia photographContact Beth de Garcia, Member Relations Director, for more information at 608-265-0645 or beth.degarcia@wisc.edu.

Quick Contacts

Executive Director: Dr. Raj Veeramani, raj.veeramani@wisc.edu, 608-262-0861

Member Relations Director: Beth de Garcia, beth.degarcia@wisc.edu, 608-265-0645

Managing Practice Director and Customer Service Practice Director: Roger Paulson, roger.paulson@wisc.edu, 608-261-1161

Information Technology Practice Director: Cavinda Caldera, cavinda.caldera@wisc.edu, 608-890-1291

Marketing Practice Director: Dawn Meier, dawn.meier@wisc.edu, 608-265-3299

Supply Chain Management Practice Director: Wayne Thompson, wayne.thompson@wisc.edu,
608-890-1298

Member Services and Events Manager: Jen Anderson, jen.anderson@wisc.edu, 608-890-1406

Member Services and Events Coordinator: Betsy Golomski, betsy.golomski@wisc.edu, 608-262-1145

Marketing and Communications Manager: Lori Wilson, lori.wilson@wisc.edu, 608-890-2449

Marketing and Communications Specialist: Nicole Lipp, nicole.lipp@wisc.edu, 608-262-1476

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