The sale is the easy part.
Everything after it decides whether revenue is realized, whether the customer stays, and whether you can grow without cost growing with you. We specialize in SaaS and software-enabled companies.
The problem
Growth ambitions, operational reality.
Every company wants to grow revenue, minimize churn, deliver best-in-class service across the journey and improve profitability over time. Then the operation gets in the way.
- Bookings don't turn into revenue: signed contracts sit unimplemented and unbilled.
- Implementations run late: time to value stretches and the relationship starts behind.
- The customer experience suffers: inconsistent service across support, success and service operations.
- The business can't scale: headcount and cost rise in step with volume.
- Processes are inefficient: effort goes into work that adds nothing for the customer.
Customers care about three things: when they asked, when they got an answer, and whether it was right.
Land and expand
Sales lands the account. The operation earns the expansion.
A land and expand strategy lives or dies after the sale. No customer rolls your product further into their organization, or buys a second product from you, when the first experience went like this:
Implementation
Ran late, went badly, or left them with less than they were promised.
Customer Success
Checked in, but never added value they could point to.
Support
Was hard to reach, or gave answers that turned out to be wrong.
Service Operations
Missed the dates it committed to.
Every one of these is an operating problem. Every one of them can be fixed.
What we deliver
Five outcomes, all from the same work.
Eliminate revenue leakageFind and close the gaps where revenue is lost: inefficient operations, weak customer experience, or upsell and cross-sell that never happens.
Reduce operational costStreamline process, use the right delivery model, and take cost out without giving up quality.
Improve client experienceBetter interactions, communication and support, driving satisfaction, loyalty and advocacy.
Scale on a solid foundationBuild the operational capability and infrastructure to support rapid growth while holding service levels.
Enhance user experienceMake sure your software is genuinely adopted and used, so the customer gets the value they bought.
All of it measurableEvery engagement starts from a baseline and ends against it. If it did not move, we say so.
How we work
Compare. Prioritize. Implement.
STEP 01
Ops Review
An in-depth review of your operation against best-in-class and against the leaders in your market. It shows where you stand, function by function, and what it is costing you.
STEP 02
Prioritized opportunities
Not a list of everything that could improve. A ranked set of the opportunities that matter for your business, sized and sequenced.
STEP 03
Implementation
We stay for the part that is actually hard. Process, metrics, operating cadence, quality and capacity, put in place and made to stick.
We specialize in SaaS and software-enabled companies, and work across the functions that own the customer after the sale: Implementation, Support, Customer Success and Service Operations.
Focus areas
Where engagements usually start.
Operations optimization
Process, workflow and the daily operating cadence that determines whether the work gets done.
KPI design and implementation
The right measures, defined properly, reported honestly, and acted on.
Capacity planning
Forecasting, scheduling and staffing so the operation is neither drowning nor idle.
Vendor and captive management
Getting the performance you are paying for from outsourced and offshore delivery.
Quality and CSAT programs
Measuring what the customer actually experienced, not what the dashboard prefers to show.
Implementation and time to value
Turning signed contracts into live, billing, referenceable customers faster.
Find out how you compare to best-in-class.
Contact us to schedule a conversation about where your post-sales operation stands and what it would take to close the gap.
Get in touch