Case Study

Industry: Software
Solution: Organizational Assessment | Performance Improvement

At a Glance

A US-based software company with operating locations across North America and in Southeast Asia was experiencing falling net promoter scores (NPS) and declining software maintenance renewal sales.

The Result: Our team’s recommendations provided performance metrics to measure progress and changes to the service management strategy leading to immediate improvement in team performance, increased NPS, renewals and revenue.

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The Challenge

A US-based software company had operating locations across North America and in Southeast Asia. The portfolio of products targeted market verticals with historically long sales cycles. Dependent on implementation services revenue, the company was experiencing significant peaks and troughs in its business. Seeking to stabilize its baseline annual revenue, the company needed help reversing falling net promoter scores and declining software maintenance renewal sales.

The Solution

The Brookey & Company team used its proven organizational assessment methodology to examine the overall management structure, staffing and skill levels, service strategy, and processes. After baseline establishment and analysis complete, an ITIL-based scorecard reflected ITIL processes by product and process owner. Based on the scorecard grading and environmental factors, eight (8) key performance indicators (KPI) with recommended benchmarks to enable the company to transform software maintenance customer experience and retention rates.

The Results

Our team provided data and specific recommendations enabling the company to transform its support organization to make an immediate impact on both customer experience and revenue growth. Selected deliverables included the following:  

  • Enterprise-level KPIs to help normalize software maintenance operations. The company had been using different SLAs in agreement across product lines.  

  • IT Service Management (ITSM) Enterprise and Account-level dashboard mockups with performance metrics at the business unit, product, and customer-level.  

  • The company used its proprietary platform and the mockup to build and deploy the recommended ITSM dashboard.   

The client’s software maintenance team performance and revenue improved significantly, contributing to increased profitability and eventual purchase by a publicly traded software company.