The Challenge
The client company was a market leader in networking gear and computer peripherals. After more than 20 years of consistent growth, the company started to lose market share to Asian manufacturers who offered similarly performing devices at significantly discounted prices. Following two straight years of declining revenues and profits, the board of directors brought in a new management team who wanted to centralize what was then a collection of independently operated divisions. Intent on bringing costs under control, the client desired to consolidate the various Customer Relationship Management (CRM), Sales Force Automation and customer support systems under a unified, common platform. Specific client requests included:
- Benchmarking the effectiveness of existing marketing, sales, and customer support processes
- Establishment of realistic performance goals
- Guiding IT staff and ensuring appropriate solutions are implemented
Engagement
- Benchmarked the clients’ customer-facing processes against industry leading practices
- Identified key gaps
- Redesigned dashboards for Marketing, Sales, and Customer Support organizations
- Facilitated working sessions with department heads to establish realistic performance targets and timelines
- Guided IT staff through system implementation to ensure all critical business requirements were properly reflected
Results
- Consolidated four disparate systems into a unified, common platform, saving more than $10M annually in licensing and maintenance costs
- Improved lead conversion rate by more than 15%
