Relaunch of Leading Customer Care Provider

Established focus and clarified messages for financial community and customers.

The Challenge:

A leading provider of outsourced customer care, this young company grew quickly without a marketing strategy and without a marketing department. As the company grew, it identified a new business model to pursue. Executives struggled with the challenges of balancing this compelling vision with operational realities, and with communicating the new business opportunity to the financial community.

The Solution:

Founder Patrina Mack facilitated planning sessions with the management team to establish the new company's mission and definition. These sessions brought focus and agreement to a set of core ideas -- ideas that led to the new service strategy. The consulting team established clear, practical tasks to be accomplished. A product road map delineated the cross-functional requirements necessary to implement this enhanced service. Vision & Execution consultants filled all interim marketing roles, and developed marketing messages that clearly articulated the service offering and benefits for use in marcom and sales materials.

The Benefits:

Vision & Execution helped the company envision and implement an enhanced outsourced customer care service that was launched at a major Customer Relationship Management (CRM) tradeshow. The clarity of the marketing messages made it easier for customers to buy. The company's current customers are extremely satisfied with the new service.