Global Systems Integrator (SI) Challenge:
Client had a manage services business suffering key client satisfaction and revenue growth issues.
EMS Approach:
Conducted a full assessment of client satisfaction issues and growth inhibitors. Led to major cross functional task force to address both. Developed action plan with business case and implementation plan for approval.
EMS led the execution plan around both client satisfaction and revenue growth. Reengineered the day 2 delivery team for managed services, including workflow, automation, and resources (talent). New processes and workflow for the day 2 delivery team were implemented, and documented for the client.
EMS was instrumental in making major changes to the overarching automation platform, to include the design and build of an entire module for the SI's largest billing client (Revenue of $20 million a year). Recommended and executed a technical talent strategy to infuse needed skills and improve service quality, leveraging a strategy of a near and off shore sourcing to reduce cost and support a 24 x 7 coverage model. This strategy provided the SI with an increase in service quality, coverage, client satisfaction and profitability.
Holistically assessed the global manage services offer portfolio, retained profitable services, identified portfolio gaps and recommended the required changes, produced the offer structure and needed documentation for a new global managed services offer portfolio. Coached the client through the design, decision and approval process within each business unit to effect the proposed improvement and changes. Identification, design and documentation of a new global managed services offer plan and go to market attack plan was the next step in the 360 approach. The EMS team led the execution of offer definition and approvals, collateral and tool production for use in the activation and enablement of the client's sales force, all supported by the comprehensive Go to Market (GTM) mobilization plan. The plan included a sales playbook, battle cards, Return on Investment (ROI) tool, and offer collateral, and presentations. The last step in the 360 process was the sales workshops and enablement sessions that were executed in person by the EMS team to the global sales organization.
Client Outcome:
EMS facilitated the turnaround of the SI's largest client (Revenue of $20 million a year) that had been at high risk of disconnecting the service. The client previously had expressed at an executive level that they were not going to renew, but once they recognized the changes being implemented to improve the quality of service, the renewal was secured and contracted.
This set of processes, changes and resource reallocation, significantly changed the way the SI delivered managed services, which resulted in a 7% gross margin improvement and a 10 % improvement in client retention. The New global offer and go to market mobilization plan resulted in a 30 % improvement in bookings, and significantly greater sales activity identifying and driving managed services opportunities.