From retail to enterprise: a holistic approach
How a high-touch, mid-market staffing model was rebuilt to succeed inside large MSP and contingent labor programs.
“The impact of being exited from a program for performance has ripple effects way beyond the impact of that one program, it can limit the access to future programs as well.”Kelly BoykinFounder, Growth Curve
This case study explores the journey of an organization that faced challenges with its high-touch, mid-market model when applying it to the complex realm of Managed Service Providers (MSPs). Struggling to maintain successful sales and delivery processes into large contingent labor programs, this company encountered issues that resulted in deprioritized programs and a strained relationship with MSPs, adversely affecting its brand reputation.
The problem
Outgrew the model
As the organization grew beyond retail-sized customers, its existing approach didn’t align with success in MSP and large contingent labor programs.
Deprioritized delivery
Sales and delivery processes were either deprioritized or conducted outside MSPs’ oversight, causing friction and reputation damage.
Communication breakdown
Lack of communication with MSP program teams labeled all programs as ‘bad,’ affecting buy-in and performance.
Program risk
Immediate risk of being optimized out of programs, which would limit growth and have a long-term impact on their ability to attract new programs.
The solution
Account management function
Built a team trained specifically to nurture MSP relationships and drive results, ensuring better communication and program growth.
Data-driven tools and processes
Internal scorecards evaluated their MSP programs objectively, identifying areas for improvement and providing actionable insights for more effective resource allocation.
Unified client strategy
Developed an account strategy process that united multiple internal teams with SMART goals for improved KPIs and stronger relationships.
Heat map of demand
Created a demand-driven heat map for aligning recruiters with specific geographies and skill sets, facilitating more effective pipelining and improving delivery ratios.
The results
A holistic approach to operations and account management enabled a successful transformation within MSP programs. The data-driven strategy not only revitalized relationships but also enhanced overall performance and growth.
Ready to take a holistic approach to your MSP strategy?
Growth Curve helps staffing firms unify sales, delivery, and account management around what MSP programs actually reward.
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