Case Studies - Strategy
Business Challenge
One of the largest financial exchanges in the world was experiencing outages and performance degradation on their trading systems. At the same time they were preparing to implement a completely new trading system and on a whole new infrastructure. The challenge was to stabilize the current trading system by eliminating any operational process issues, while ensuring that the Market Operations and IT teams would be ready to operate the new systems with maximum stability.
Our Solution
Nathanson and Company conducted an assessment of existing IT and Market Operations and developed a detailed set of 145 findings and 125 recommendations to address them. Recommendations were organized into an 18 month roadmap with the highest priority items to be completed in the first 6 months, prior to the launch of the new trading system.
Results Achieved
After a review with the CEO and the Board of Directors the client decided to engage Nathanson to develop a detailed project plan for the implementation of all 125 recommendations and lead the implementation of the transformation for the first 6 months.
Business Challenge
A sixteen billion dollar communications company focused on internet services had built a hosting and managed services business where profitability, consistency of services and customer satisfaction were far short of the desired state. Growth had taken place organically, via acquisition and through partnerships which resulted in major segments of the business operating differently.
The challenge was to design, develop and implement a set of processes, procedures and system enhancements to optimize the business without impacting desired growth.
Our Solution
The Nathanson team designed a solution that kept the highest value added centralized services in house and outsourced the rest to partners who could provide guaranteed streams of revenue. We then developed the processes, procedures and system enhancements required to optimize and maintain the business and negotiated all relevant outsourcing and sales agreements.
Results Achieved
The result was over $5 billion dollars in sales, a complete set of optimized, end to end processes and savings in excess of 20% of expense.
Business Challenge
A nine billion dollar financial services company was experiencing dynamic changes in their business environment causing their IT strategy to be in flux. IT was challenged to provide quality and flexibility services quickly, juggling multiple projects with little effective prioritization.
Our Solution
Nathanson and Company worked with senior IT leadership to redesign IT functions and processes to meet the ever changing needs of the business. After a rapid assessment, we developed and implemented a new IT structure to better align with the business, including portfolio management, performance management, vendor management and SDLC processes, clearly defined roles and responsibilities to maximize productivity, and centralize services where appropriate.
Results Achieved
The new IT structure and operating model enabled IT to support the needs of the business more quickly, with desired levels of quality and productivity. The core IT operating model was redesigned and performance metrics were established, cycle times were reduced and the client achieved the goal of greater output with a smaller budget.
Business Challenge
A major internet domain registrar and hosting company wanted to assess their IT operations in order to determine ways to reduce costs, improve efficiency and quality of operations and properly align with business strategy to more rapidly bring products to market in a very competitive landscape.
Our Solution
We used our rapid assessment methodology to conduct a rapid assessment of IT operations including infrastructure and application develop teams to document findings and propose recommendations where appropriate. Recommendations covered many areas such as organizational alignment, application development methodology, quality assurance, release management, configuration management, preventive monitoring, performance management and many others.
Results Achieved
Our assessment was concluded successfully in 7 weeks and our report presented to the CEO and senior staff for review. Included in our report was a roadmap to perform the transformation effort, including a detailed project plan to successfully implement all recommendations. The client used our assessment report and roadmap to transform their operations to meet their critical business needs. This was key to selling the company a year later.
Business Challenge
A multi-billion dollar technology manufacturer and services firm was struggling to define a strategy to retake a leadership position in its Global Managed Services Business. After a major merger, its customer contact and service desk business had suffered from a lack of innovation, integration and investment. Smaller, nimbler vendors with superior strategies, systems and processes were causing them to lose market share.
Our Solution
We led a cross functional team of 30 client personnel to define a new vision, new business model, new systems, new processes and a new approach to maximize the customer experience while automating the process and implementing performance management and a variety of new integrated customer solutions.
Results Achieved
The results included the deployment of new processes, systems and customer solutions that dramatically reduced costs, allowed the customers to start with self-service, move to chat and then live agents while making it one integrated experience. This is being deployed to over 60,000 agents worldwide.