Case Studies

How can a cutting-edge technology company stay on top of emerging trends and deliver cutting-edge value to customers while the trend is still hot? That was the experience of this technology giant when it tried to pull together the internal focus to tell a consistent story about Service Management. Service Management is the methodology that turns IT on its head by defining technology by the service it delivers to other groups within IT, lines of business and functions within a company, and ultimately the consumer. This does away with the view that technology is all hardware and software, and gives organization to evaluate IT investments based on the real business value it delivers. Service Management had the potential to be a lynchpin for numerous technology solutions. However, internally there was not an understanding or agreement of what Service Management truly was. Furthermore, the urgency to get to market with a compelling story before the competition was mounting.

Recognizing the risk of being overrun by sweeping changes in the healthcare and pharmaceutical industry, this company wanted to be fully prepared for the healthcare revolution. Not wanting to go the way of the dinosaurs, the leadership of a drug safety division articulated a clear vision to champion its value, and support the company's overall strategy. However, once the vision was complete, leaders worried that the many scientists on staff would still not be open to the message and be unsupportive of the change.

After a stellar rise to national preeminence, this innovative adult university recognized a clear need to transform its customer service to focus on the long-term needs of the student. A sustained marketing blitz had generated significant profits, but resulted in a low customer satisfaction rating. Growing the university sustainably meant aligning systems, employees, professors, partners, and marketing on a single approach and strategy.