RevOps Consulting & Fractional Management Case Studies
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Problems?
Small retail outlet wanted to move to a larger location but didn't have enough inventory nor funds to expand into the full space right away.
Problems?
Created a sub-let program with local artists to help fill the space with new and interesting products that supported the local economy, allowed the retail outlet to take advantage of the larger space with minimal capital output, and ensured customers came back every month to see the offerings of new featured artists.
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Project Team Members in Australia were complaining that entering data for projects was confusing and time consuming.
Worked with software firm to redesign project data entry screens to be organized by user role and hidden unless the user role matches the role based data screen.
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Problems?
Agency was 6 months behind in processing paperwork and closing out files.
Spent 6 weeks typing forms, scanning documents, entering data and filing paperwork to get them caught up so existing staff could take over. Along the way I identified operational inefficiencies, create templates, standardized processes, and documented procedures to ensure they wouldn't fall behind again.
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Title Agency was struggling to keep up with demand during busy seasons and couldn't keep staff employed during slow seasons.
I identified ways to improve efficiency and outsource work to keep full time staff as lean as possible, introduced a paid summer internship program with the high school to help with annual fluctuations, and introduced options of horizontal and vertical integration to diversify income sources.
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Customer Service Department was struggling to keep up with support tickets and didn't have the budget to increase staff.
Implemented a SaaS ticketing system with ticket templates, automations, SLA compliance, canned responses, and linked knowledge base to increase efficiency, productivity, and customer satisfaction by over 100%.
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Software as a service firm was seeing a high level of support tickets due to mistakes in software settings made by internal technicians.
I provided project management services to create an automated process to ensure all settings were properly configured in new software deployments. This automated process shaved 20 minutes off of every upgrade and installation as well as eliminated all related support tickets and the troubleshooting time necessary to identify the problem.
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Problems?
European manufacturer wanted better data analytics to enable faster project management and decision making.
Using their software tools, I provided professional consulting services to develop and system administration services to maintain data driven assessment metrics to measure internal productivity and output to assist with ongoing project management and portfolio management.
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Business Consultant wanted to launch a new training program but wasn't sure how to price it.
Met with her to gain an understanding of the course offering and target market, helped her create a competitive market analysis, and explored various pricing options to help her decide on a final pricing structure.
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Problems?
Development team failed to institute proper agile project management and after 5 years of nearly full-time development work, still had not delivered a final product.
Problems?
Took up the role of project manager and started by reviewing the existing backlog. Next I created reporting and dashboards to enable planning, visualize status and communicate progress to the team and stakeholders. After prioritizing the backlog, I held weekly sprint planning meetings, and provided regular updates to stakeholders. Within a year, we finalized the feature and released the first version to clients.
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Global corporation was struggling to complete RFP and RFI requests in a timely manner.
·Formalized RFP response process by creating searchable knowledge base of common answers and company policies, creating document templates and a standardized procedure for tracking deadlines and providing communications with the prospect. Resulted in 20% increase in winning contracts with 50% lower investment in time and effort.
Who Doesn't Need a Wizard or At Least a Skilled Dork on Speed Dial?
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Problems?
Manufacturer's Representative with sales reps up and down the US East Coast having trouble staying on top of the latest product information and the office manager kept losing paperwork.
Helped the office manager digitize all records going back 2 decades, put processes in place to digitize new paperwork as it came in, created a standardized cloud filing system with a user security model to ensure reps had proper access and document version controls to protect document and data integrity.
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Problems?
New Title Agency startup was having trouble gaining backing of an underwriter (essential for business) due to lack of prior title insurance experience.
Agreed to take on an advisory role within the title agency helping to setup operations, train staff, implement industry best practices, document procedures and oversee operations for a specific period of time which gave an underwriter the confidence to sign the agent.
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Custom software firm servicing a global user base found creating and delivering training materials to client was time consuming, redundant and failed to be passed on to new hires.
Created security gated an online searchable knowledge base that provided self-help, new user training, screenshots and step by step tutorials. Developers linked to the knowledge base within the software to create point of use access.
Who Doesn't Need a Wizard or At Least a Skilled Dork on Speed Dial?
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Problems?
Title Agency staff were overworked but also delaying hiring new people because they were unable to train staff effectively.
Interviewed and shadowed staff to created a 500 page manual on how to do all job roles and procedures including screenshots, step-by-step instructions, checklists, workflows and tutorials.
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Problems?
Company was looking for more ways to deepen the working relationship they have with clients, better meet client needs for on-going work orders while expanding their revenue.
Created a subscription pricing model that would allow customers to receive on-going services year-round without the need for the lengthy PO process. For the client this ensured they maintained constant contact with the client to deepen the relationship and provided a more consistent and predictable stream of revenue making resource allocation easier.
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Problems?
Legal Counsel for an Underwriter felt like he was typing up the same answers for the same situations over and over and wanted a better way.
Upon further investigation, I determined that not only was that one lawyer doing repetitive work, but that was true for all legal counsel nationwide. I implemented a master knowledge base of scenarios and answers that the legal staff was able to update on the fly. I then automated the incoming requests so the system automatically suggest possible solutions based on keywords.
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Problems?
Individual with ADHD was struggling to stay on top of work tasks and meet performance expectations.
Worked with him and his manager to improve communication channels, task organization systems, and create time blocks for meetings and time blocked for focused work. I also worked with him on an individual basis to develop tricks and techniques to help keep him on task and cope with stressors.
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Software app was hearing their customers were disgruntled with how the software worked but weren't getting detailed enough feedback to develop a solution.
Conducted user forum and my own UI/UX review to identify areas of improvement.
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Problems?
Company was suffering with high employee turnover and low morale.
Problems?
Interviewed employees in confidence to determine sources of discontent, implemented an exit interview process to gather feedback from leaving employees, worked with management to create a safe, healthy, inclusive work environment based on gathering feedback. Changes included flexible work hours, more flexible time off, leadership training, improvements in communication and more. Then put processes in place to encourage continuous improvement.
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Client Support department didn't know how to measure support agent productivity to identify and resolve bottlenecks, create useful training programs, and increase customer satisfaction.
Using their help desk tools, I provided professional consulting services to develop and system administration services to maintained data driven assessment metrics to measure internal productivity and output to assist with ongoing optimization of their support desk.
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Problems?
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Single tenant SaaS firm had high level of support demand and poor customer satisfaction at "Go Live" installations.
Worked with installation subject matter experts to fully document the installation process, implemented process changes as needed to compensate for common issues, and trained all installation staff on proper procedure. Installation failures and post "Go Live" emergencies dropped to almost zero.
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Problems?
Title Agent had 4 different lawyers at their underwriter that they could contact for help, but didn't know which ones were working, which ones were the busiest, or which ones had specialized knowledge.
Problems?
Worked with underwriter to create a centralized intake for all requests for legal counsel. I then put automations in place that would route those requests to the lawyer with specialized knowledge based on keywords, avoid lawyers who were scheduled off, and balance the workload across the team.
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Certified Electrician wanted to quit his day job and open his own company but wasn't sure how to get started.
I provided monthly coaching sessions and referrals to Quickbooks trainers and legal professionals who could help him get setup. Once he covered the basics, I helped him create a brand, setup social media accounts, create marketing materials, advised on sales techniques and other issues as they arose over time.
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Problems?
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Consulting firm had a gut feeling that they were undercharging on projects but had no hard data to back it up.
I implemented a time tracking tool and trained the staff in its use. Then configured dashboards and reports in the tool for management to be able to analyze the data and determine the profitability of their projects. It turns out that what they thought was their money maker was actually costing them. They had to revamp their business model.
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