The Service Side Of The Business
Fortune 500 company with offices in every state, Canada, and Mexico. Currently going through digital transformation is seeking new digital opportunities.
Goals
Develop new digital services that grow revenue and retain clients
Gain market share in industries they were once competitive
Solution
We worked with Marketing stakeholders to:
Conduct Stakeholder Interviews
Develop persona & journey maps
Conduct design thinking sessions with the client and their customers
We primarily focused on reworking an already running innovation program into a customer-centric and lean innovation program that was better suited to guide projects through discovery, framing, and validation.
Create a unified backlog, train product owners to guide newly launch products.
Assign a cross-functional team of leaders from operations, marketing, sales, and engineering to drive the innovation program.
Results
Through the innovation program, the client found an opportunity to serve the other side of their traditional customers' business.
The innovation program allowed the client to act upon their customer's needs in the regular servicing of school districts, hospitals, and other large institutions. The service of the business required continual replenishment to serve the needs of large institutions effectively.