Engagement Detail

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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.

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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.

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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

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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

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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”.