What Does A Client Engagement Look Like?

Intelisent Background

Intelisent partners with organizations to create, recommend and implement solutions to complex business problems. We leverage our deep industry experience to not only identify new opportunities and alternative business strategies but also assist in the execution of those visions.

Successful organizations today already know where there is room for improvement. They also possess a general understanding of what needs to change in order to help them achieve their goals. The challenge is that obtaining a deep understanding of complex business problems and enacting intelligent change requires time and focus – high price commodities in today’s competitive environment. Talented and dedicated employee resources are already stretched thin servicing current business and client responsibilities. This is where our Strategy & Operations teams can help:

  • Work closely with clients to identify, understand and document the issues

  • Collect insights across the organization

  • Provide analysis and pragmatic solutions/alternatives

  • Assess environment and look for synergies that drive results

  • Assist and guide execution

  • Measure results

  • Provide special expertise and share best industry practices

Below is an engagement summary of where our Strategy & Operations team assisted a Marketing Operations team within a Fortune 500 organization.

Problem Statement

Transactional communications comprised approximately half of the Marketing Department’s outgoing communications. Estimated volumes were 10 million annually. Their current process for managing these communications was fragmented and decentralized to the point where there was no way of easily determining the number of current communications in production (estimated to be over 3,000), nor discerning the current state (actual copy) of any live communications in production with any certainty. The marketing operations team desired to quickly streamline and centralize the management of their transaction communications and redesign them into flexible templated transactional communications.

Their effort needed to be integrated and coordinated with the larger project within the organization including providing input for an anticipated Print RFP.

Overall Engagement Outcome

  • A cohesive workflow reduced cycle time and production costs.  All accomplished with 99.9% accuracy:

    • Production costs were reduced by 35%

    • Speed-to-market of new communications increased by 50%

    • Speed-to-market for revised communications increased by 80%

    • Reduction of communications including one or more errors/defects 95%

    • Updating hundreds of communications can now be performed in minutes instead of weeks

    • All communications are now centralized and completely owned by Marketing, instead of IT

    • Design and branding is consistent across all communications

    • Compliance reviews are streamlined, faster, and more organized

  • Ability to add, and remove, transpromotional content into communications with very limited effort

  • Greater visibility for the organization allowing for more informed decision making related to staffing and planning

Engagement Model

Discovery – The first phase of the project was to perform a high-level analysis of the current (as-is) environment. We began with meeting subject matter experts (SME) across departments. Intelisent’s initial discussions were oriented towards obtaining a clear understanding of the key functional areas and processes within and related to transactional communications. Subsequently, Intelisent dived deeper into the organization and performed discovery meetings with SMEs, process owners and relevant stakeholders. To clarify & support the effort, Intelisent rebranded the team responsible for managing the communications and worked with the stakeholders and SMEs to socialize the rebrand within the organization.

Intelisent then documented the as-is environment and process with workflows and heat-maps, leveraging some prior incomplete work already done, that identified key pain points. Intelisent conducted reviews of the documentation with the key stakeholders and made modifications so all were in agreement that these documents accurately represented the current state.

Needs Assessment – With a sound understanding of the current state, the Intelisent team drafted a model that concentrated on key areas addressing customer experience, costs, risk, timeframe, compliance and organization.

Validate – Intelisent presented the Needs Assessment to Executive Stakeholder. This step was a “check-point” in the project to ensure that all concerns were discussed and accounted for before proceeding to the To-Be Process. Minimal adjustments were required and Intelisent proceeded to the nest phase I.

Future State – Intelisent outlined a Future State, which addressed the Needs Assessment; the Executive Team used this as a blueprint for restructuring the business as it exists today. A phased implementation approach was recommended which allowed the initiative to progress quickly and realize benefits sooner than a single-phased project plan. Intelisent established a comprehensive list of responsibilities and deliverables that would be required of the organization and Intelisent for them to complete the initial phase of implementation.

Results

Overall Engagement – Working with the team and the organization’s IT department, Intelisent developed, presented, and assisted in the implementation of a new optimized workflow and creation of the tools required to support it. The following is a summary of the engagement’s outcomes:

A cohesive workflow reduced cycle time and production costs. All accomplished with 99.9% accuracy:

  • Production costs were reduced by 35%

  • Speed-to-market of new communications increased by 50%

  • Speed-to-market for revised communications increased by 80%

  • Reduction of communications including one or more errors/defects 95%

  • Updating hundreds of communications can now be performed in minutes instead of weeks

  • All communications are now centralized and completely owned by Marketing, instead of IT

  • Design and branding is consistent across all communications

  • Compliance reviews are streamlined, faster, and more organized

  • Ability to add, and remove, transpromotional content into communications with very limited effort.

  • Greater visibility for the organization allowing for more informed decision making related to staffing and planning