Services Partner Case Study

Headquartered in the U.S., with a large engineering presence overseas, this global Salesforce Solutions Partner had built a strong foundation in engineering solutions. As the company entered a phase of rapid growth, they recognized the need to diversify their offerings, adding end-to-end Project Management, Project Delivery, Strategic Consulting, and Change Management to better serve evolving client needs. 

Objectives

PROJECT SUCCESS

  • Achieve client business objectives by guiding the people side of technology transformations

  • Partner closely with clients throughout the project lifecycle to provide comprehensive support and ensure seamless implementation

  • Foster adoption and ensuring long-term sustainment of new technologies

COMPETITIVE ADVANTAGE

  • Align technology solutions with the specific needs of users, ensuring they deliver real value

  • Position the Change practice as a key differentiator, enhancing the sales cycle and giving the company a competitive edge

CLIENT RETENTION

  • Build lasting client relationships by establishing trust and positioning the company as a trusted advisor

Challenges

While the Project Management and Delivery approach was succeeding, efforts to establish a Change Management practice struggled to gain traction both internally and with clients.

Although Change Practitioners were brought on board, they were involved in fewer than five projects annually, primarily focused on instructional design and training. As a result, the anticipated return on investment was not realized.

Solutions Implemented

Creating a successful Change Practice is much more than just establishing a suite of Change deliverables. Therefore, time was invested to deeply understand the Services Partner’s project delivery, company culture, client profiles, and success metrics—like utilization, margins, and time-to-delivery. A deep understanding of the sales methodology was gained to ensure full alignment with the company’s strategic goals.

With this critical knowledge in hand, a tailored, comprehensive Change Practice was developed, including:

  • A full-lifecycle client Change offering and assets, covering everything from strategy workshops to design custom solutions, communication plans, leadership engagement, change influencer programs, instructional design and training, launch plans, and post-launch support.

  • Customized sales assets, such as slide decks with key talking points, objection-handling guidelines, scoping tools, and success negotiation frameworks.

  • Change team leadership assets, including hiring and interview guides, staffing models, utilization trackers, and forecasting tools.

Results

  • 385% growth in Change Practice billings within just three years.

  • 10X global Change Team growth, with every team member hitting 100% utilization targets.

But here’s where it gets even more impressive:

  • The new deal win rate skyrocketed to 72.8% on projects that included Change, compared to the company’s overall win rate of just 36.2%.

  • An incredible 65.2% of clients where Change was at the heart of their transformation project went on to extend or retain business for additional phases and new projects.

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