CUSTOMER CASES
CASE STUDY 1: OPERATIONAL TURNAROUND
Objective
To oversee commercial transition, drive revenue growth, streamline operations and cut costs.
Overview
A B2B and B2C business faced declining growth and revenues and increased costs.
The founder expressed a desire to step down after years of running the business. DESU Partners was engaged to oversee the commercial transition, implement operational changes, and achieve specific targets.
Engagement Process
Commercial Transition: We facilitated the transition from a founder-driven business to a new operational structure. We oversaw the process as an interim chairman and operational financial and commercial consultant, ensuring continuity and effective decision-making during the transition. As an interim chairman, we focused on executing operational strategies and driving the necessary changes to turn the business around.
Identification of untapped revenue streams and growth potential. Our team identified an untapped revenue stream that had not been previously prioritized, and we implemented strategies to capitalize on it.
Streamlining operations and warehousing processes to enhance efficiency and reduce costs.
Implementation of a new organizational structure, operational and cost-cutting measures
Outcome
The 12 month involvement resulted in the following:
Net revenue growth
Improved profit margins
Streamlined operations and warehousing (from 2 warehouses to 1)
Cost spend significantly reduced
Successful appointment of a new CEO
CASE STUDY 2: REDUCING CHURN & ENHANCING ONBOARDING
Objective
Address customer churn by establishing an onboarding department and delivering clear value to customers within the first 3 months of the project start.
Overview
A B2B tech business based in London faced the challenge of clients leaving after contracts expired. DESU Partners was engaged to analyse the churn rate and develop an onboarding department to ensure that value is delivered to clients within the initial 3-month period. The goal was to decrease churn and enhance customer satisfaction.
Engagement Process
Creation of an onboarding department with the responsibility to identify critical areas and core values for delivery
Defining expectations and interaction points: Establishing a successful onboarding process, mapping of customer interactions, and devised effective communication.
Sales handover and pre-kickoff plan: Defined triggers for smooth handover and developed a pre-kickoff plan.
Training and alignment: Creation of tailored materials, aligning with core values and setting measurable KPIs.
Deliverables
Target operational model (TOM) for onboarding department and how it sits within the organisation + sales cycle / customer journey
Training materials and training of 2 FTEs in the department
Roadmap templates for 3-12 months to drive clear value for customers ensuring streamlined, successful customer experience
Outcome
The project successfully reduced churn through effective onboarding.
Clear expectations, streamlined interactions, improved handover, and comprehensive training materials contributed to enhanced satisfaction among customers and easier operations for the company.
The client extended and involved DESU Partners in more work related to challenges during the sales cycle.
CASE STUDY 3: GO-TO-MARKET STRATEGY WITH LATAM COMPANIES
Objective
A LATAM chamber of commerce wanted to ensure successful soft-landing in the UK for 8 companies by receiving guidance and feedback prior their growth journey in Europe.
Overview
8 companies from LATAM are exploring their options either to enter the UK market, further expansion with sales or fundraising possibilities. The purpose of the project is to give feedback and recommendations related to their Go-To-Market strategy, sales approach and activities in the UK, fundraising and give feedback on sales pitches.
Engagement Process
Introduction call: 1 introduction call with the enrolled companies to clarify questions regarding the scope and purpose of the project.
Assessment of current strategy and perception: Based on the material shared prior to the feedback meeting, we conducted a thorough analysis of their Go-To-Market strategy and fundraising pitch deck. We assessed their company's perception and identified areas for improvement.
Feedback meeting: We scheduled a 1-hour feedback meeting to provide comprehensive recommendations, tips, and answer any questions related to entering the UK market. During the meeting, we discussed various aspects, including their go-to-market strategy, sales approach, sales pitch, and fundraising pitch. Our team shared insights, highlighted potential challenges, and suggested adjustments to maximize their chances of success.
Outcome
The outcome was a more refined Go-To-Market strategy and actionable recommendations for the companies to entry into the European/UK market. These efforts set them on the path to a successful expansion and enabled them to make informed decisions moving forward.
Note: The remaining seven customer cases would follow a similar structure, with specific details and company names tailored to each case.