Challenge
The client had developed a number of promising technologies that could be marketed outside the telecom industry. The client asked us to provide an independent assessment of the various technologies and their commercial potential. Objectives of the project 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
- Roll-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
