Benefit: Reduced IT maintenance costs through system convergence
Industry: Enterprise Software
Your enterprise software company is disappointing customers with slow response to quality issues - Support and Quality personnel are unaware of the complete account picture. Your firm is simultaneously leaving Support Revenue on the table – support entitlement information scattered across multiple databases means missed renewals. Hyperion Solutions, an Industry leader in enterprise software, suffered from these unfortunate byproducts of rapid growth through acquisition.
The acquired companies executed Quality Management and Customer Support with five dramatically different processes, systems and data structures. This made seamless handling of cross product issues and consistent customer experience difficult and slow to achieve. As the overall product line converged to an integrated suite, some customers were concerned that Hyperion’s “left hand did not know what its right hand was doing.” The lack of meaningful enterprise-wide metrics, driven by divergent approaches, hampered quality improvement efforts.
TRG partnered with Hyperion to rapidly implement a single, integrated way of executing Quality Management and Customer Support, achieving:
Higher customer satisfaction ratings
Stronger revenue from Support contract renewals
Enterprise-wide Quality Management and Support metrics
Significantly reduced I/T maintenance costs through system convergence
Better integration of subsequent acquisitions
We achieved these results through our Innovate 4 Results approach:
Rapidly designing converged architecture that convinced skeptics across Business Units
Forging much tighter links between Engineering and Support functions across processes, systems and data
Keeping implementation on track and on mission
Robert Gersten, Chief Development Officer, stated “We wanted a much tighter connection between the customer support system and the defect tracking system, as well as across our product line. TRG helped us get this done quickly and effectively”.
"We wanted a much tighter connection between the customer support system and the defect tracking system, as well as across our product line. TRG helped us get this done quickly and effectively”.
Robert Gersten, Chief Development Officer