Streamlining organisational structure to reduce complexity, scale, and grow

A major technology service provider’s siloed organisational structure hindered its scalability and opportunity for growth. The duplication of operations within product towers was impeding their ability to cross-sell their portfolio of Cloud, Security, and Workplace IT services. They recognised the need for a simplified organisational structure that would enable seamless cross-selling and standardise sales and service processes to support future growth.

Putting customer purpose and need at the heart of our design

Baringa was engaged as a trusted advisor to the Senior Leadership Team to address the identified challenges, enabling us to fully understand their culture and desired outcomes. We began by defining the overarching purpose and vision, aligning it with the strategic objectives of the organisation.

We worked to create a target model that would support the client's growth ambitions. This involved defining a capability model and designing a supporting organisational structure that put people first and built trust through pioneering an impactful, positive way of working.

To ensure the effectiveness of the new model, we conducted business-critical scenario testing to determine clear accountabilities and responsibilities between teams. This rigorous testing process was essential in ensuring that the new model would effectively support the client's commercial objectives.

A new organisational structure delivering customer satisfaction and efficiencies

The outcome of our intervention was a simplified organisational model with clear end-to-end accountabilities for sales, delivery, in-life support, and enabling functions. This new model enabled the client to deliver clear customer propositions with a portfolio of scalable products, whilst also facilitating cross-selling, and fostering the right cultural behaviours within the organisation.

Furthermore, the implementation of the new model resulted in a 10% cost efficiency across the organisation, as a result of simplification, standardisation, and the elimination of role duplication.

In summary, our advisory and implementation support resulted in a transformed organisational structure that not only addressed the client's immediate challenges but also positioned them for sustainable growth and improved customer satisfaction.

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