Problem
Client satisfaction figures for the team were coming in at 5 or 6 out of 10 in NPS (Net Promoter Score) surveys.Approach
For me, the key to success in Professional Services is to have a happy, productive team – giving them an environment where they are empowered to be the best version of themselves, to innovate, and to grow.I worked with my team to tighten up processes, and I shared with them the client perspective, having worked on the client side previously in my career.
I also directly addressed team morale: when I joined there was a high amount of churn in the team, the people weren’t happy, they weren’t free to innovate, and they weren’t collaborating well with other teams.
I addressed this by workshopping with the team to find out their motivators and demotivators, and identified 7 areas:
- Reliance on other teams
- Reliance on the client
- Tools/skills knowledge
- Product Improvement
- Enhance Team Profile
- Collaboration
- Innovation
- introducing new escalation channels for key teams
- organising joint social events with key teams
- training workshops to improve skills and reduce reliance on other teams
- a new Feature Request Process
- improving slide decks, so clients were better informed
- improving the pre-Sales handover process
- introducing a new Technical Adoption Specialist role to look after clients post-implementation
- presenting our success stories at Town Hall meetings
Results
- By addressing the frustrations of the team, I was able to stop the staff churn and improve morale
- Productivity was boosted to the point where we set a new record for most projects completed in a month
- client satisfaction scores rose to 8, 9 and even 10 out of 10!
- In my tenure, my team delivered over 60 new business implementations (plus about twice as many existing business implementations), and a high value in Annual Recurring Revenue.
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