Project Management and Business Analysis

Delivering Customer Self-Service

A global technology company faced limitations with their customer licensing experience, leading to customer frustration and lost revenue opportunities. The solution was to launch a new licensing feature that enabled customers to self-serve the company’s products. 

Although the project began as a modest initiative, it required expertise in working across organizational boundaries. They needed a team that could navigate complex stakeholder relationships throughout the company to ensure success for internal users as well as external customers.

TalentBloom partnered with the client to envision a future state that provided a competitive advantage. Our approach began with an understanding of their customer, gathering insights about friction points and unmet needs. We used these insights to develop human-centered requirements and create a vision for a seamless self-service customer portal.

TalentBloom provided both a senior business analyst and project manager, with experience at bridging the gap between business and technology teams. They facilitated collaboration, brought additional programmatic structure, used modern development practices, oversaw the technical implementation, partnered to support testing and cutover preparation, and ultimately successfully launched the new capabilities. Meanwhile, our consulting apprentice supported project coordination, deliverable creation, and testing adherence.

Beyond just delivering the technology, we elevated the client's capabilities through knowledge transfer, providing templates and frameworks that created a lasting foundation for future projects. What began as a two-person consulting team supporting a modest initiative evolved into a two-year strategic transformation that reshaped how customers experienced the company's products.

Key Elements and Outcomes

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Business Impact

• Increased licensing subscription revenue through improved access

• Generated accurate usage data through new reporting capabilities

• Eliminated hours of daily manual work across multiple teams

• Reduced support ticket volume related to licensing issues

• Enabled scaling of enterprise licensing without proportional staffing increases

Customer Experience Improvements

• Transformed licensing from manual processes to automated self-service

• Enabled instant product access, eliminating previous lag times

• Created intuitive interface reducing customer confusion

• Delivered on the full promise of enterprise licensing agreements

• Improved overall customer satisfaction with licensing experience

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Organizational Transformation

• Successfully aligned dozens of business groups around common customer goals

• Built executive understanding and support for customer experience initiatives

• Created a cross-functional collaboration model between the business and technology teams

• Established templates and standards for future customer-centered projects

• Elevated internal team capabilities through knowledge transfer and mentoring

Implementation Excellence

• Delivered complex technology spanning multiple systems

• Implemented comprehensive testing to ensure quality

• Supported the creation of a robust change management program for global rollout

• Developed detailed documentation for sustainability

• Established metrics framework to measure ongoing performance

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Roles we Filled

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• Project Manager – A senior consultant partnered with business groups and technical teams across the organization to establish and execute a repeatable framework for designing, developing, and launching enterprise-wide initiatives of this scale. 

• Business Analyst  – A senior consultant collaborated with business leaders and developers to ideate, prototype, test, and implement an intuitive, customer-centric design that addressed current pain points, anticipated future needs, and delivered an advantage over competitors. 

• Project Coordinator – A consulting apprentice acted in a project coordination role, supporting deliverable creation, project execution, testing oversight, and the cut-over process.

The project's success demonstrated the power of combining technical expertise with best practice project management and business analysis capabilities. By understanding both customer needs and internal constraints, TalentBloom helped the client deliver on their promises while building lasting capabilities that would serve them long after our engagement ended.