Category: Business & IT Services

Standardized and Improved Support Offerings to Strengthen Customer Satisfaction and Drive Revenue Retention and Cross-Sell for Installed Base

$300M provider of mature systems software and database solutions wanted to simplify and harmonize disparate support offerings to protect and grow its customer base. We developed standardized, improved Support offers, processes and controls to increase customer satisfaction, retention and cross-sell.

Designed Enterprise-Wide Customer Success Model and Optimized Offering Design and Pricing in Line with Client Goals and Industry Best Practices

An enterprise application software provider with $1B+ annual revenue needed to define and enhance service offerings to support investments, including Customer Success, Professional Services and Support. Waterstone designed enterprise-wide Customer Success model to support current and future offerings and optimized offering design and pricing in line with client goals and industry best practices.

Developed Business Model, Investment Case and Execution Plan for a New Premium Consumer Tech Services Offering

A $40B national communications provider sought new products and value-added services to offset declining growth rates in video, telephone and broadband businesses. We developed the business model, investment case and execution plan for a new premium consumer tech services offering.

Developed Value Roadmap for Service Delivery Organization to Reduce Run Rate Costs by 34%

A private equity firm was considering the acquisition of a provider of technology platforms that enable user-generated content. As part of its due diligence, the client wanted to identify and quantify cost-saving opportunities across the target’s service delivery organization and operations. We developed a value roadmap that recommended improvement initiatives estimated to reduce run rate costs by 34%.