For B2B companies, quick implementation and effective adoption are keys to getting customers to the promised riches. For a B2B Financial Services software firm, the implementation was taking more than a year. The implementation team was overloaded and under pressure while sales and marketing wanted quicker ROI and reference-able customers.
We started with a brainstorming session with a cross functional team to quickly uncover issues. We talked to customers about how to increase adoption. We mapped the customer journey. We then conducted direct, un- biased 1:1 conversations with all involved in the implementation process. This led to a list of quick changes and longer term solutions. We made the case for resources to help us build tools.
The result was an increase in implementation capacity from 6 to 40 over a year, and quicker ROI for the customers.