BETA

Case Studies

HighTech, Service Management Services

The Discipline and Knowledge to Tell the Story

Defining an emerging trend clearly and ahead of the competition created a leadership position for the technology company that reiterated its cutting-edge status, and enabled new dialogues with customers. The continual feedback from stakeholders allowed the map process to educate, involve, and generate buy-in throughout the entire process.

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Tech Company (Service Management Services)

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Background and Challenge

How can a cutting-edge technology company stay on top of emerging trends and deliver cutting-edge value to customers while the trend is still hot? That was the experience of this technology giant when it tried to pull together the internal focus to tell a consistent story about Service Management. Service Management is the methodology that turns IT on its head by defining technology by the service it delivers to other groups within IT, lines of business and functions within a company, and ultimately the consumer. This does away with the view that technology is all hardware and software, and gives organization to evaluate IT investments based on the real business value it delivers. Service Management had the potential to be a lynchpin for numerous technology solutions. However, internally there was not an understanding or agreement of what Service Management truly was. Furthermore, the urgency to get to market with a compelling story before the competition was mounting.

Solution and Outcome

Multinational Pharmaceutical Company

Global Change Messaging In Healthcare

For burdened scientists, it was a huge relief to receive so much valuable information in a brief and digestible format. They were able to internalize the message and support the vision, clearly understanding the changes to come and move ahead strategically and proactively.

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Pharmaceutical Company

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Background and Challenge

Recognizing the risk of being overrun by sweeping changes in the healthcare and pharmaceutical industry, this company wanted to be fully prepared for the healthcare revolution. Not wanting to go the way of the dinosaurs, the leadership of a drug safety division articulated a clear vision to champion its value, and support the company's overall strategy. However, once the vision was complete, leaders worried that the many scientists on staff would still not be open to the message and be unsupportive of the change.

Solution and Outcome

University

Operational Transformation to Support New Marketing Vision

When rolling out the transformation, the leading communication tool for the university was the big picture map. For leaders, the illustration was like a home page organizing the action plans and roadmaps and details they needed to communicate. For staff at locations across the country, the illustration was a clear way to understand a complex change and what was required of them fast.

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University

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Background and Challenge

After a stellar rise to national preeminence, this innovative adult university recognized a clear need to transform its customer service to focus on the long-term needs of the student. A sustained marketing blitz had generated significant profits, but resulted in a low customer satisfaction rating. Growing the university sustainably meant aligning systems, employees, professors, partners, and marketing on a single approach and strategy.

Solution and Outcome