Accelerated Solution Implementation to Improve Speed to Revenue by 40%

Challenge

PE-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