Deliverable
Process map spanning six phases – Belief and Access, Assess and Match, Pitch, Preparation, Launch, and Grow – across four organisational roles: National Sales Team, Account Executives, Client Staff, and Client C-Suite.
Service Strategy · Life Sciences
Mapping the sales-to-implementation process for a precision medicine services company – closing communication gaps between teams and building a framework for repeatable success.
Context
Business Objective
The client, a precision medicine services company, was struggling with implementing its integrations. Sales and implementation teams had large communication gaps. Our team sought to map the sales-to-implementation process and uncover opportunities for improvement.
Research Objectives
Understand how the sales and implementation teams perceive their roles and each other. Understand how sales are handed off to the implementation team.
Learn what made past handoffs successful, to replicate these successes.
Outcomes
The resulting process map is being used to onboard new sales team members to a standardised process that reduces inter-team friction. It is also informing strategic initiatives to repeat implementation successes.
Process
8 1-hour in-depth interviews were conducted with subject matter experts across business units and levels to understand the current and ideal future state of account implementation. Discussion guides were built upon previous strategic research, which had uncovered the need for a common process.
The internal teams require strong communication to reduce redundant efforts. The implementation team is not part of the planning process and needs to be brought in earlier. Account executives run the account and implementation but do not have access to the C-suite, which makes decisions on the account’s growth.
A process map describing how accounts are implemented after being sold. As each account differs, this map does not prescribe a process but acts as a framework for building each new engagement – covering internal and client teams across the identified phases of product integration. Designed to be used as both a training tool and a communication tool for future strategic initiatives.
Deliverable
Process map spanning six phases – Belief and Access, Assess and Match, Pitch, Preparation, Launch, and Grow – across four organisational roles: National Sales Team, Account Executives, Client Staff, and Client C-Suite.
Insights
Internal teams require strong communication to reduce redundant efforts across the account lifecycle.
The implementation team is brought in too late – earlier involvement in planning reduces friction at launch.
Account executives lack C-suite access, creating a disconnect between day-to-day execution and growth decisions.