Organizational Transformation to accelerate growth
CASE STUDY
The Challenge
TELUS Business Solutions East faced challenges with a sub-optimal organizational structure, high operational expenses, and ineffective go-to-market strategies, hindering growth potential and TELUS expectations. The Mid-Market, a crucial segment, was under-served, resulting in missed growth opportunities.
Our Solution
Developed the strategic plan and executed the restructuring, realigning customer segments, optimizing supporting functions, developing a new channel strategy, and driving a focused approach to amplify growth in the Mid-Market. The outcome was a streamlined business model, a $4M reduction in operational expenses, and substantial revenue and EBITDA growth.
Key Actions & Deliverables
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Segment Alignment Restructuring: Assessed all customer segments across six organizations and restructured into three key segments: Small, Mid-Market, and Enterprise.
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Supporting Function Restructuring: Realigned all supporting functions, including Marketing and Customer Experience, to optimize customer service for each segment.
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New Channel Strategy: Developed a new channel strategy across all three organizational segments to enhance sales effectiveness.
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OPEX Reduction: Streamlined resource requirements across each segment, reducing operational expenses.
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Mid-Market Focus Amplification: Restructured the channel and go-to-market models for Small Business and Enterprise, redirecting additional resources and OPEX into the Mid-Market to drive growth.
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Segment-Specific Solutions: Developed and launched unique solutions for each customer segment, ensuring tailored product and service deployment.
