“Scalable’s approach brought the clarity and structure we needed to move forward. The service catalogue they helped us create has been a game-changer for both our technical and sales teams.”
Leigh Wood
Director, Node IT
About Node IT
Since 2008, Node IT has built long-term, trusted partnerships with companies across the UK. Based in Bedfordshire, they have established lasting relationships throughout Bedfordshire, Hertfordshire, London, and beyond.
Node IT approached Scalable seeking greater alignment and clarity across their business.
They aimed to enhance service delivery consistency, establish a coherent service catalogue, and transition their sales process from being principal-led to a more structured, scalable approach.
Challenges
- Consistency Across Teams: The absence of a unified service catalogue led to variations in service delivery, with the technical teams sometimes over- or under-delivering.
- Sales Process Structure: The sales process relied heavily on principal leadership, creating challenges in onboarding new team members and defining a clear, structured approach.
- Operational Efficiency: The technical team lacked formal processes, affecting efficiency and response times, while marketing efforts were hindered by the lack of clearly defined services.
Goals
Service Alignment
Create a comprehensive, documented service catalogue to standardise offerings.
Sales Process Development
Implement a structured sales process with KPIs to drive business growth.
Operational Efficiency
Introduce clear processes to improve response times and overall operational efficiency.
Strategy
Core Service Catalogue
Scalable worked closely with Node IT to develop a detailed Core Service Catalogue, which became the foundation for their sales and marketing strategies.
Consistent Sales and Delivery
The service catalogue clearly defined all offerings, enabling the technical team to deliver consistently and allowing the sales team to communicate offerings effectively.
Business Development Manager
Scalable also introduced a Business Development Manager (BDM) role, focused on hunting for new business, and implemented key sales KPIs to measure success.
End-to-end service desk
On the operations side, Scalable helped Node IT implement end-to-end service desk functions, ensuring that tickets were handled efficiently from entry to resolution.
Key Outcomes
Enhanced Sales Process
The new structured sales process, backed by a fully documented service catalogue, enabled the sales team to operate more effectively and align their efforts with business goals.
Operational Improvements
Improved response times by 15%. Increased customer satisfaction by 10%. Boosted first-touch fix rates by 20%. Clear processes and KPIs were implemented.
Team Alignment
Implemented a unified service catalogue and structured processes, aligning the team, improving collaboration, and ensuring consistent service delivery.
“The improvements in our operations have made a real difference. Our response times are down, customer satisfaction is up, and most importantly, our team is now working together like never before.”
Leigh Wood
Director, Node IT
Learn how Node IT improved their response times, increased customer satisfaction and boosted first-touch fix rates.
- Discover how they improved response times by 15%, increased customer satisfaction by 10%, and boosted first-touch fix rates by 20%.
- See how they implemented a unified service catalogue to align the team.
- Learn how they restructured their sales processes.
