Fleet Payment Solutions Provider Case Study

Timely response to previously unsuspected areas of customer dissatisfaction reversed growth decline.

Situation and Challenge

The company experienced negative revenue growth due, they believed, to external market conditions
We were asked to research the needs and satisfaction of key market segments to develop strategies for curbing revenue decline and achieving sustainable growth

Used our The Nine Voices of the Market ^® methodology for in-depth interviews with existing and lost customers, prospects, and competitor’s customers to understand their experience with the company, gain perspectives on the company’s products and services and identify unmet needs.
Performed intensive internal data analysis and external benchmarking to understand headwinds and tailwinds to revenue growth
Conducted executive and cross-functional interviews and workshops to develop a comprehensive picture of the company’s growth opportunities
Identified focus areas to accelerate revenue growth, spanning customer service, sales force effectiveness, product development, and delivery, positioning, and communication

Revised internal organization to provide enhanced product delivery and customer service to combat a key contributor to revenue decline – customer dissatisfaction
Clarified communications and sales strategies around the fuel management value proposition and adopted a more proactive stance around sales and advisory services
Focused short-term on product development to meet customer needs identified in key market segments
Initiated additional reporting/analytic products and services and improved systems interfaces and data integration to position the company for long-term growth and leadership