Case Studies - Transformation
Business Challenge
A two billion dollar technology manufacturer with approximately one third of their business coming from services found margins were stagnant and below their competition. The client was finding it challenging to develop and launch new services and customer satisfaction was low. Overall, the service business lacked a cohesive organization as well as the proper measurement and management systems.
The client needed to reduce costs worldwide, increase customer satisfaction through resolving problems more quickly and to boost service revenue. All this needed to be accomplished in a complex corporate culture that was extremely resistant to change, focused on manufacturing and had no systems in place for measuring productivity or service levels.
Our Solution
Nathanson and Company designed and implemented management systems to reduce costs and measure productivity and service levels. We developed a strategy to increase revenue through expansion of service offerings and provide higher value services. We led a team of twenty client resources to optimize operations and negotiated an IT outsourcing contract with a global provider, an existing partner, for all centralized services including call center and technical support operations.
Results Achieved
Our efforts resulted in an increase in gross profit of 20%, revenue increases of 11% and holding expenses growth at 5%. The outsourcing contract brought $40,000,000 a year of new revenue to the client. Every key service metric improved. Revenue and margins have continued to increase since the program was transitioned to internal resources.
Business Challenge
One of the largest financial exchanges in the world was experiences outages and performance degradation on their trading systems. At the same time they were preparing to implement a completely new trading system 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
An earlier engagement to assess the relevant, existing IT and Market Operations teams and processes resulted in a comprehensive assessment document and transformation roadmap that contained 145 findings and 125 detailed recommendations for improvement.
Using our proven transformation methodology, Nathanson managed the first 6 months of the 18 month transformation program consisting of client and Nathanson resources and played the lead role in the implementation of several high priority recommendations including process improvements for incident management, crisis management, performance management and capacity management, among many others.
Results Achieved
The first semester of the transformation program was implemented on-time and on budget, allowing the client to significantly improve the operations of the current trading systems and minimize their risk of launching their new trading platform. The program was transitioned to a new performance management group designed and implemented by Nathanson and Company. The new trading system was launched without a glitch and continues to run without outages.
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 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 major internet hosting company wanted to assess their Customer Care operations in order to determine ways to reduce costs and improve the efficiency and quality of operations.
Our Solution
Nathanson and Company conducted a rapid assessment of Customer Care operations. All aspects of Customer Care operations were reviewed including call routing and handling procedures, workforce management, and performance management and outsourcing agreements. Our assessment resulted in a comprehensive plan to reduce expenses while improve quality and sales.
Results Achieved
Nathanson led a transformation effort that reduced costs by 30% (double the client's objective), increased sales and improved client service across the board.