Client Impacts

Accelerated Solution Implementation to Improve Speed to Revenue by 40% for PE-Owned Animal Health Company

Capabilities
Private Equity & Financial Sponsors Healthcare

Challenge

A private equity-owned animal health company with new bundled veterinary clinic software offering was experiencing longer-than-expected implementation cycle times.

The client sought an approach that would unify and accelerate multi-product implementations and improve customer satisfaction.

Approach

  • Developed Customer Journey Map with defined “moments that matter” to help align business activities to actions that create value in the eyes of the customer
  • Identified key process and org improvements to enhance customer onboarding / conversion experience
  • Created common framework for playbook variants across all software products and bundles
  • Defined optimal organizational structure, technical support escalation process, and new key role types supported by headcount capacity model

Results

I.

Improved implementation cycle times and speed to revenue by 40%

II.

Reduced cost to serve by 25%

III.

Created consistency in the customer experience via standardized, repeatable playbooks for implementation

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