"There is only one valid definition of business purpose: to create a customer."

 

Peter Drucker

Major U.S. based Cable Company wanted to launch new customer value propositions and increase Average Revenue Per User (ARPU) among a Small Business customer base. 

CASE STUDY | Technical Services

DEFINE, LAUNCH, AND SCALE VALUE ADDED SERVICES

CLIENT SITUATION

Client was in the early stages of building out a value added services business to compliment core offerings.

 

Compelling offerings needed to be developed, refined, negotiated and scaled, while also fitting into established internal sales model.

 

Multiple white label Service Providers needed to be stitched together behind the scenes to support solution offerings without sacrificing margin goals

 

Complex new business program involving significant cultural and technical issues.

OUR APPROACH

ROIG team members filled key roles in product development, business / financial modeling, scale planning, and program / project management / chief of staff.

 

Led the cross functional team including internal resources, contract resources, service providers and 3rd party sales organizations in creating the offers and fulfillment model.

 

Provided the business and financial modeling and forecasting/budgeting process and tools in support of the launch and management of the initiative

Worked with various client organizations to operationalize the services business...

 

Developed and executed sales effectiveness improvement programs in the U.S. and global 3rd party call centers..

 

Acted in interim execute roles as part of new business organization until point of critical mass in revenue and capability.

THE RESULT

Designed and implemented a suite of consumer service offerings that enhanced the customer experience with client’s core offerings.

 

Combined Warranty, Remote, Onsite Support & Cloud Services into bundled offers.

 

Rapid scale from initial pilot to national roll-out

Sales effectiveness program deployed to drive subscriptions of national service offers.

 

 

OUTCOME:

At scale, 4X increase in subscriber base over an 18 month timeframe