A global leader in IT Service Management and Unified Endpoint Management with more than 45K business customers, providing software solutions that automate IT and security operations.
The Challenge
Our client combines a range of unified endpoint management, zero trust security and service management solutions to enable enterprises to secure and heal devices, and service end users. Non strategic products in their portfolio were consuming most of the critical bandwidth and impacting the development of new products.
The client needed a strategy for managing these non-strategic products, and a way to extend or wrap up product life. At the same time, they needed to maintain recurring revenue with healthy margins and best-in-class support, and protect key relationships with strategic accounts and customers.
The Solution
Persistent employed three “levers” in response to these challenges – including scalable engineering, product carve-out and professional services. Client leadership was focused on driving innovation and next generation products; they wanted to offload noncore products to a partner who could operate in ownership mode. Persistent took over engineering for more than 70 products, employing an e2e model, and provided a path toward end-of-life for aging products while extending the life cycle for others.
Our engagement began with delivering a roadmap for a product-led strategy, and continued with the elimination of direct and indirect costs while ensuring profitability through a risk-free transition. Persistent created an Innovation Hub to reform and rebuild products for future growth and leveraged our outsourced product engineering expertise to enable a seamless transition, leveraging Persistent’s proprietary #NextJump solution.
Finally, we maintained and improved customer engagement and retention, with zero impact for existing customers and zero knowledge transition cost during the handoff.
The Outcome
Some two years into our engagement, we support roughly 25% of products across more than 150 enterprise customers, accounting for some $100M+ of revenues. Our client has achieved an estimated 60% time & effort savings through automation, along with a 46% cost savings from Year One.
Currently, the team deployed includes more than 100 professionals, onboarded in just 9 months, and our professional services have achieved 95% CSAT.
