Assess. Advise. Advance

What changes after the diagnostic.

A software company moving towards SaaS.

Starting point

Collected information from sales, engineering, product, support, customer success and all levels of the professional services team.

What the interviews found

Sales handoffs never told the whole story; SOWs were kept deliberately vague; staffing was haphazard at best; team stretched with billable and non-billable tasks; minimal standardization between engagements; every project was an escalation.

What the team is doing now

Sales to services discovery process was addressed first with new SOWs. Time tracking process proposed to better understand the cost of non-billable work. More detail added into the SOWs without slowing down the sales cycle.