In international waters
Analysis and evaluation of service portfolios and the following integration into the world-wide service strategy of one of the most successful software companies in the world
The customer
Our customer is one of the most successful companies in the software sector worldwide. Its name stands for innovative, successful and creative systems, applications and products for data processing. The company now has more than 40,000 employees in more than 50 countries and in 2006; they reached interim sales of over 9 billion Euro.
The project: Service and price management
The solution portfolio for our client led the way to smooth cooperation, independent of location and time, between the customers, partners and employees. The software solutions optimize all central business procedures that are currently crucial for success. In order to strengthen and integrate their partner in the market, the proper services should be prepared in the form desired by the partner - at the right time. Furthermore, the partner should be supported with the help of proactive service components in the implementation of their projects and also during “daily business” with an appropriate value so that this service can be awarded.
The task
Analysis and evaluation specific to the target group from the world-wide partner service portfolio in regards to the price, structure, contents and scaling of services and thus an optimization of partner acceptance. The results here find integration into the worldwide service strategy.
2hm & Associates created and executed an analysis and gave the management policy recommendations which included the following information:
- use maximum service components and their type of preparation
- Requirement profile to the partner manager on behalf of the customer
- Deep understanding for the different demands in regards to the timely, spatial and customer-specific particularities.
- creation of a final presentation for the management
The realization
The total project was realized within a short time frame. Both the conception and research – and the consulting – phases were coordinated internationally. Partners in more than 20 countries in Europe, Asia, America and the Pacific zone were asked on the basis of an online conjoint survey. The results were prepared according to the segment and led to important information about the differences specific to target groups in regards to product concentrations, experience, partner level or also according to the economical region. Altogether, just under 15 analyses were conducted and also an adjustment of the optimal price for the partner program was conducted. The information was aggregated for use on the board level.
The result
On the basis of the results, we were able to determine that the services from the partners were valued differently according to the size, affiliation and phase of development. Thus, the survey results delivered valuable information for the basis of a decision about the implementation of an optimal partner program specific to a target group including necessary adaptations.
The determination of optimal prices and the demands for the partner manager led to the optimization of the service portfolio. Based on the analysis and the corresponding policy recommendations that were further processed in tighter cooperation with the responsible management, the management introduced the required strategic measures for a launch of the service.