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

Segment Alignment Restructuring: Assessed all customer segments across six organizations and restructured into three key segments: Small, Mid-Market, and Enterprise.
Supporting Function Restructuring: Realigned all supporting functions, including Marketing and Customer Experience, to optimize customer service for each segment.
New Channel Strategy: Developed a new channel strategy across all three organizational segments to enhance sales effectiveness.
OPEX Reduction: Streamlined resource requirements across each segment, reducing operational expenses.
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.
Segment-Specific Solutions: Developed and launched unique solutions for each customer segment, ensuring tailored product and service deployment.

The results

Revenue and EBITDA Growth

Delivered +4.5% revenue and 4.3% EBITDA growth, exceeding financial targets.

OPEX Reduction

Achieved a $4M reduction in operational expenses, enhancing overall financial efficiency.

Streamlined Business Model

The restructuring resulted in a streamlined business model and go-to-market approach, optimizing organizational efficiency.

Incentive Plan Restructuring

Realigned incentive plans for each customer segment, ensuring sales teams' compensation aligned with growth outputs.

Market Expansion

Expanded market coverage by 40% and increased customer contact and coverage by 60%, reaching previously untapped growth opportunities.

Unified Customer Segments

Aligned each customer segment with their respective needs, products/services, and pre- and post-sales support functions.