A high growth, expanding business was ready to move to the next growth plateau and had outstripped its operations capabilities. In order to continue expansion with control and consistent quality execution, a more robust infrastructure was needed to support recruiting and selection, marketing, sales/ lead generation, account management, customer service and training. As with most early stage businesses, capital was dedicated to growth.
As business expanded, a scale-able business model and operations infrastructure were necessary to assure consistent implementation, alignment with strategy and quality standards, and training support for sales and service delivery people. An integrated scale-able system was developed – using existing software – which included visual process maps linked to tools and data for all business functions, with tutorials, electronic user manuals and links to documents and templates used in each step of the process.
The business infrastructure supports consistent quality execution of sales, marketing and service delivery. The organization was able to achieve multiple years of revenue growth, seamlessly open offices in additional cities, and to develop and retain national and international clients.