Case Study - Professional Service
Issues:
Client had a good reputation and revenue showed consistent growth, but improvements in productivity were needed to increase overall profit.
Our Goal:
Improve team efficiency and productivity to increase net profit.
Actions Taken:
- Analyzed and modified critical systems, including service delivery and billing, to improve quality assurance, customer satisfaction and profitability.
- Revised organization structure for optimal efficiency and developed position descriptions, clear team goals, performance bonus program, and an employee appraisal system that supports team development.
- Clearly defined ideal market segments and services then built delivery procedures, service levels and marketing to support them; walked away from some business.
- Established procedure to bring on new clients and get them started right.
- Developed method to 'stay connected' with clients and prospects throughout the year.
- Updated website to reflect new focus, provide resources and support for target customers, and generate new leads for the business.
Results Achieved:
Within 12 months, realized revenue increased 11% and profit increased by 18%. In addition, the employee satisfaction rate increased 5.3% over the prior year.
