CASE STUDIES
We have done a number of podcasts, webinars, and trainings on topics such as:
They Reached 100% Quality, then a Dream Exit
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A B2B e-commerce company doubled every year in revenues and team.
We facilitated tens of thousands of customer payments every day. Occasionally, the payment processing team made mistakes. While the errors were rare, each one caused clients (including Fortune 500 companies) to miss thousands of transactions, resulting in losing hundreds of thousands of payments and sometimes losing their customers.
Disgruntled clients would call the founders day and night to complain, distracting their focus from growing the business to spending hours placating clients. The founders also worried that this poor execution would derail their exit plans.
The Problem
The processing team struggled with a largely manual and inconsistent process for each client, causing them to rush every day to complete all the tasks. Rushing led to more errors and less time to check the work. The development team that could automate the process prioritized new clients over current ones.
The clients faced enormous pressure to ensure their customers paid. I learned about their needs, encouraged them to inform me of any future issues or changes, and followed up regularly.
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The Fix
When I joined the team, we discussed how client satisfaction leads to retention and mitigates the risks of losing clients. The decision was made to dedicate some of their time to automation.
Next, we created a new quality team that would review the work with fresh eyes. And to encourage peer review, we offered the original team a bonus for 100% quality work.
Finally, we talked often about the end customers, folks like us who were trying to pay their bills. This approach turned faceless customers into real people we were servicing.
The Outcome
Within six months, we achieved nearly 100% efficiency. Every client renewed their contract, and some upgraded.
The founders noticed the absence of complaints and liked that their focus could shift back to expanding the business. Revenue doubled annually, and the startup enjoyed a wonderful acquisition by First Data Corp, a Fortune 500 company.
We transformed our recurring error rate into near-perfect execution, retained major clients, and freed the founders to focus on growth.
This download offers insights and techniques for founders
Scale Successfully
An international service company was flooded with tactical decisions following rapid growth and wanted help to look strategically and collaboratively at long-term growth.
BUILD SCALE GROW first understood their needs and culture and then facilitated projects on automation, revenue operations, and management development to scale effectively.
Build Client Success
A financial firm supporting over a hundred startups nationally wanted to ensure clients are highly satisfied, address grievances effectively, and facilitate upsells and referrals.
BUILD SCALE GROW engaged employees and clients to recognize and resolve any issues and to build a recurring process. Client acquired in 2020 and remains autonomous.
Launch Quickly
A US-based risk assessment and security firm just landed over $1M initial seed investment and needed to rapidly build operations and financial systems.
BUILD SCALE GROW helped the team implement financial infrastructure for the partners and the board. Now the founders can focus on growth knowing the company is ready.
Fundraise Capably
A nationally distributed education technology company needed help with fundraising, presentation, and financial modeling prior to a pre-seed round.
BUILD SCALE GROW worked with the founders to understand and explain talking points. The founders gained a stronger business and financial plan for pitch meetings.
Grow Thoughtfully
A law firm serving DC and NY wanted to scale their practice through business development and marketing while mindful of service quality and depth.
BUILD SCALE GROW recommended resources (software, vendors, and processes) to prioritize tasks and expand capacity. Revenues increased by 20% from prior year.
Install Best Practices
For over 20 years, a company served health care providers and institutions. In the last few years, revenues plateaued, and they sought to cure their stagnation.
BUILD SCALE GROW built strong new practices around sales, recruiting, and employee performance to increase business development, measure progress, and optimize results.
Implement Efficiently
A well-established consulting firm is creating a two-sided marketplace to connect government, corporations, and small businesses to fulfill DEI contracts.
BUILD SCALE GROW learned and applied their vision, values, and goals to update the financial model, contact and engage investors, and support a large-scale diversity technology summit.