featured case study
Reducing Operational Costs by
10-15% While Increasing Customer Satisfaction Scores by 20%
Transformation Assessment and Roadmap to Unify Operations
The Abaco Group helped this client who after multiple acquisitions, needed to unify operations, achieve immediate savings and lay the foundation for long-term success. By consolidating redundant workflows, automating manual tasks and optimizing resource allocation, The Abaco Group reduced operational costs by 10-15% in targeted areas. These standardized processes and improved system integration led to a more consistent and seamless customer experience, increasing customer satisfaction scores by 20%. The Abaco Group collaborated with the client’s program management team to successfully design and implement priority initiatives, ensuring alignment with strategic goals.
the challenge
Major Acquisitions Resulted in Limited Integration of Sales and Service Teams
Following a series of major acquisitions, this tech firm struggled to integrate disparate legacy teams, processes, and systems within its Operations unit, specifically in sales and service. Key challenges included:
- Fragmented Operations: Disparate organizational structures and siloed teams led to inefficiencies, duplicated efforts, and a lack of alignment across the business.
- Inconsistent Customer Experience: Inconsistent processes and systems resulted in variable service quality, undermining customer satisfaction and loyalty.
- Scalability Constraints: The existing operating model was not designed to support the company’s rapid growth, making it difficult to scale cost-effectively.
- Complex Legacy Systems: A patchwork of legacy technologies hindered automation, data integration, and process standardization.
- Time Sensitivity: The client needed a rapid assessment and actionable roadmap to address immediate pain points while planning for long-term transformation.
The organization required an objective, end-to-end review to design a unified operating model, prioritize high-impact improvements, and establish a practical roadmap for near-term and future success.
The Approach
The Transformation Assessment and Roadmap project adopted a collaborative, accelerated approach to assess
the current state, design a future-state operating model, and create a prioritized implementation plan. The approach leveraged
rapid diagnostics, cross-functional collaboration, and a customer-centric lens to deliver actionable insights and a clear path forward.
1
Stakeholder Engagement
- Partnered closely with the Chief Customer Officer’s team to understand organizational, process, and technology pain points.
- Conducted over 50 interviews in less than four weeks with sales and service teams, as well as cross-functional stakeholders in marketing, IT, and finance, to gather insights and identify root causes of inefficiencies.
2
Current-State Assessment
- Mapped existing organizational structures, processes, and systems to identify redundancies, bottlenecks, and gaps in customer experience.
- Analyzed performance metrics, customer feedback, and operational data to quantify the impact of inefficiencies and prioritize areas for improvement.
3
Target Operating Model Design
- Facilitated cross-functional TOM design workshops to align leadership and frontline teams on a unified vision for the sales and service organization.
- Developed a scalable operating model that emphasized streamlined processes, centralized governance, and technology enablement to support growth and consistency.
- Incorporated best practices from the tech industry, including customer-centric design and agile methodologies, to enhance flexibility and responsiveness.
4
Recommendation Development
- Developed a detailed transformation roadmap outlining timelines, resource requirements, and dependencies for each initiative.
- Collaborated with the client’s internal program management office to define governance structures, KPIs, and change management strategies to ensure successful implementation.
5
Execution Support
- Provided hands-on support to kickstart priority initiatives, including process redesigns and pilot programs for technology upgrades.
- Established a communication plan to maintain stakeholder buy-in and drive adoption of the new operating model across the organization.
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