Consulting Stabilization
Overview
Title: Functional & Technical Consultant
Area of Specialization: Technology
Location: Illinois
Term: 6 Months
Background
A consulting firm in Illinois had recently experienced unplanned employee overturn. The overturn in employees caused a tremendous amount of instability with the customer base. A list of open projects and unhappy clients were top of the priority list.
Project Plan
- Meet with Every Client to Gather List of Open Issues / Projects
- Prioritize Open Issues / Projects by Client
- Complete High Priority Tasks
- Resolve Open Billing Issues
- Implement a Standard Support Process
- Complete Low Priority Tasks
Length of Engagement
This was intended to be a 6 month engagement and completed during that timeframe.
Outcome
During the engagement the disgruntled customer base continued it's departure from the firm. We were able to identify and secure enough relationships to maintain a healthy revenue stream. Of the previously identified potential customer losses we were able to save about 75% of the customer base. All open support issues were completed in a reasonable amount of time. All open projects were properly scoped and scheduled for work. Any new support cases were scheduled and completed in line with the customer Service Level Agreements (SLAs).