This company’s sophisticated enterprise software for industrial/manufacturing organizations requires significant professional implementation services to integrate with clients’ product development processes. Yet, these complex projects had no engagement models or governance mechanisms to help guide them to successful completion. Eos consulting was engaged to develop these models and mechanisms in order to increase sales, better set/manage customer expectations and reduce re-work.
SOLUTION:
Working with the client’s key executives and cross functional project team members, we:
- Assessed the key client (and client’s customers) needs and determined that a customer-tailored client diagnostic and engagement model was required
- Developed a robust client diagnostic (to determine appropriate engagement “level”) and governance templates (decision rights, processes, metrics, etc.)
- Beta tested the diagnostic and templates with 3 of their top customers
- Assisted with new diagnostic and engagement model roll-out by detailing the test and communications plan, developing training materials and conducting training classes for globally distributed Sales and Professional Services personnel
RESULT:
An implemented methodology (named Value Centric Engagement) that enabled the company to custom-tailor the appropriate engagement model and governance blueprint for each client, based on that client’s needs and capabilities (with the ability to update and improve the blueprint over time as experience accumulates). This program resulted in a 25% reduction in re-work and helped the company increase revenue by 35% in the 3 years post implementation.