Challenge
The client company developed an innovative software platform for managing IT infrastructure. The high demand for the product stressed the organization, and the customers were becoming increasingly upset at the company's inability to meet scheduled deployment dates. The founders were preparing to take the company public, and wanted to fix the issues prior to the IPO. Specific challenges included:
- Implementation teams could not hire and train technical staff fast enough to meet the increasing demand
- Channel partners were upset as their customers' needs were always second to the client company's customers
- Customer satisfaction ratings were dropping precipitously
- Selling and implementation costs were increasing dangerously
Engagement
- Mapped out all important customer touch-points and potential failure modes
- Developed counter-measure processes and tools to reduce failure risks
- Redesigned and expanded channel partner programs to leverage their industry expertise while reducing selling costs
- Rolled out a clear set of “rules of engagements” and sales compensation programs to encourage collaboration between direct and channel sales teams
- Achieved capacity-demand balance through formulating alliances with certified third-party solution providers
Results
- Enhanced customer satisfaction scores by 30%
- Improved market position from number four to number two
- Completed a successful IPO
- Acquired later by the number one competitor with significant premium above share price
