Client Success

Client Centricity Case Study: Seamless Delivery during Build and Operate


A leading independent terminalling company wants to achieve seamless delivery during build and operate and thus improving client centricity


  • Frequent surprises due to complex stakeholder network and client dis-satisfaction
  • Budget and timeline overrun on large projects
  • Lack of accountability for red-flags

Big 3 Actions:

  • BD process was not formally defined. BD skills were missing and there were no timelines or deliverables
  • Client experience during the Build (NPD) and Operate phases were not measured. Stakeholder management was only at Sr. Leadership level
  • Clear Measures of Success for Client Journey were defined
  • End to End Process was established with involvement of all internal members (200+)
  • RACI for all tasks with internal SLAs was established.

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