Case Study: Client Services Extranets for Big Four Consultancy
Drive conversion, penetration and retention goals of major services organization through implementing knowledge management-oriented client extranets.
Engagement manager, taking the lead in designing engagement and pitching to existing client. Devised innovative R&D engagement to be a hybrid between client services and business development.
Designed engagement with two strategic goals: 1) to reduce cost of service by enabling clients to access work as it was being performed and 2) to drive additional revenue through high-value clients and to convert prospects away from competitors.
Projected involvement of project professionals as well as 16 high-value clients and prospects in the engagement, inviting them to participate in R&D beta extranet program. Targeted complex service/product delivery processes requiring extensive interaction between project teams and their client/prospect counterparts. Designed extranet prototypes to serve as repositories for all project documents, minimizing version control problems and tightening cycle times by providing real-time access to project information as it flowed between the Firm and its clients/prospects.
Responded to clients’ and prospects’ needs for high-quality knowledge to support strategic decision-making processes. Within extranets, designed centralized knowledge repository for relevant white papers, market information and newsletters to which targeted clients and prospects could be given access. Real-time, exclusive access to high-quality information was very desirable to clients.