Customer orders exceeding capacity to deliver?

smart/consult & smart/bench case studies

The client

Our client, a global Internet of Things (IoT) provider, was much in demand for their innovative, real-time decision-making technology solutions. With a presence in 50+ countries globally, our client’s reputation growing rapidly – as was their order book! However, their internal capability to deliver wasn’t keeping up with the pace, and quality was starting to suffer as a result. ​

Clearly, their delivery processes needed an overhaul. But how could our client become super-flexible and super-responsive to customer orders, whilst ensuring top-quality at all times?

Our approach

Using our tried-and-tested discovery method, we gained an understanding of the problem very quickly. By immersing ourselves in our client’s day-to-day operations, we could see that their delivery processes were quite outdated, and quite static. They needed: ​

• Clearer roles and responsibilities:​

• More robust delivery processes​

• Flexible resourcing solutions - scalable in line with delivery needs.​​

Smart/tasking embedded a Head of Delivery who got to work building a highly skilled team around him to start putting these elements into place. A new, systematic delivery method left no room for uncertainty, and when we helped develop supporting methodologies and procedures, the whole delivery piece began to look utterly consistent – like a finely-tuned machine.

Great results

Our flexible, scalable new delivery process enabled this client to maintain credibility and customer confidence; paving the way for future opportunities. A flex bench for projects was created to support projects on-demand, increasing efficiency by 18%, removing risk whilst waiting for deals to complete, and allowing for flex-up or flex-down based on demand, without having to retain cost on the books.