Business & Information Services
Often, we're asked whether Outcome-Driven Innovation works as well in the service sector as it does on the product side. The simple answer is "yes." As you can see from our client list below, Strategyn has successfully worked with a number of companies that provide a range of services -- from to payroll to customer loyalty programs. One of our team members, Lance Bettencourt, PhD, literally wrote the book on service innovation. In his newly-released, "Service Innovation: From Customer Needs to Breakthrough Services," he demonstrates how jobs-based theory can aid the service sector. An expert in the field, Lance's insight and expertise adds value to our clients.
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Disruptive Strategy at Kroll Ontrack
To prosecute or defend a corporate legal case, a lawyer must find, cull, and organize pertinent data that resides electronically on storage devices housed throughout a firm. Kroll Ontrack, a technology services division of the risk consultancy firm Kroll, recognized an opportunity to develop an electronic document discovery solution for this purpose. But it lacked a product strategy.
With Strategyn as its innovation partner, Kroll used the ODI process to create an award-winning, innovative solution. The company focused on the jobs customers were trying to get done, rather than seeking to improve the existing solution platform. The result? Ontrack's innovative electronic discovery product disrupted the paper discovery products offered by entrenched competitors.
Because of this new innovation, Kroll became - and remains - the industry leader.
File type: pdf (322.3 KB)
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Service Innovation at Kroll
With consumer identity theft on the rise and increasing awareness that data breaches are a major source of the problem, Kroll recognized an opportunity to differentiate itself with a valued solution for data breach response. Kroll had been providing data breach response services for years, but it lacked a comprehensive strategy based on client needs.
Using Strategyn's outcome-driven innovation (ODI) methodology, the company was able to:
- Gain a comprehensive understanding of what organizations are trying to get done when responding to a data breach
- Prioritize opportunities for service innovation in the data breach response market
- Create an integrated, end-to-end data breach service line that uniquely combines Kroll's expertise and capabilities in satisfying client needs
- Effectively position itself for growth in an estimated $200 million/year market
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Service Delivery Innovation at Ceridian
Ceridian provides its corporate clients with human resources, payroll, and benefits administration services, and serves as the first line of contact for client employees who have HR-related questions. In many instances, it also serves as the clients' HR department.
Although strong operationally, Ceridian lacked the insight into customer needs that would enable it to create a distinctive brand for quality customer care. Working with Strategyn's Outcome-Driven Innovation methodology, the company was able to develop a detailed set of best-practice service standards and process flows that improved their offerings.
By better understanding critical customer outcomes, Ceridian improved its service reliability and customer satisfaction at critical touch points in the outsourcing service relationship. As a result, it’s Net Promoter scores from clients who have used its improved offerings have risen 27 percent.
File type: pdf (397.5 KB)
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Our Business & Information Services Clients
| Attenex | AXA Group PLC |
| Ceridian | Case Study | Cintas |
| Comprehensive Loyalty, Inc. | Elsevier |
| ESRI (UK) | Intuit |
| Kroll Fraud Solutions | Case Study | Kroll Ontrack | Case Study |
| Medibank Private | MSc, Kapsch TrafficCom AG |
| National Fire Protection Association | R.H. Donnelley |
| Reynolds & Reynolds | Sabre Holdings |
| Scottish Enterprise | SHRM |
