Challenge: Global energy company needed to
build sustainable revenues in IT with their business to business
clients. Where were they leaving money on the table?
Partners process: Field interviews and
working sessions throughout Asia Pacific and Europe .
initial engagement: 3 year engagement.
Insights: GenEnergy was viewed as an “order
taker”, versus a trusted advisor who could anticipate strategic
customer requirements. SUMA Partners created and rolled out a global
process for GenEnergy to transition them from a transaction
approach, where IT installations were the focus to a consultative
offering, based on long-term customer satisfaction.
Result: 40% increase in customer retention.
Development of new service offerings, designed to anticipate
customer needs in the IT arena.