OUR PARTNER'S CHALLENGE
An international, Fortune 500 company in the test & measurement industry needed assistance with their university software program. With only one person responsible for the team and its workload, problems arose from a lack of communication and followed through within the university software team. Customers were unable to reach anyone within the department for a resolution to the issues which lead several of the partner's customers not to renew.
This external confusion, coupled with internal confusion created an issue that was difficult for them to get the assistance or information needed from the solution within University Software. Having worked with IntelliSource for other software renewals team for North America, our partner requested our assistance in creating and improving the team structure & process for their university program.
OUR FOCUSED APPROACH
IntelliSource created a comprehensive roadmap to create a thriving base for the team that built a foundation through the model of success of similar software teams and their processes.
THE RIGHT PEOPLE
Bringing in the right people for the position is a significant key to continued success. IntelliSource used their extensive network of employees and recruitment skills to determine the best fit that could help speed up the initial team creation process. Hiring a candidate who was versed in the product allowed IntelliSource to put the best person forward to fill the needed role.
THE RIGHT METHOD
Utilizing our previous knowledge within software sales and support along with acting on feedback from our partners, IntelliSource created a custom solution that filled the needs of the partner by creating an accountable resource for the University program that was detail oriented and tracked the appropriate data needed to improve the division.
THE RIGHT PLAN
After selecting the appropriate employee and implementing the custom methods from our sales techniques and planning, we created positive change for the University software program by increasing accountability and aligning to the needs of the partner. This lead to the following results over an 8-month period:
RESULTS
- Through our planning and implementation within the software support business, we created a stable team with a valid, dedicated process for accountability within the university software team and its business
- Over the initial eight months, the renewal numbers went from being untracked and unaccounted for to a standardized process that allowed for data to be analyzed and results to were reported. Of these results, the team averaged a renewal percentage of 92% based on renewals due during this time.
- While stabilizing and standardizing the process and team, Intellisource created a growth of an additional six universities who were previously unlicensed with the software
- The new team generated over 180k in renewal opportunities for the partner over the initial fiscal year