The Client Challenge
An $11 billion healthcare company had an insatiable appetite for information technology projects, but was not achieving the results that the business unit stakeholders needed to achieve success. The IT organization was comprised of 2,500 professionals of which over 800 were contractors. The Corporate CIO had started to create a Program Management Office, but did not have the strategy, leadership, governance, or process necessary to be successful.

ISG Approach and Solution
Working closely with the Executive Vice President of Strategy and the Corporate CIO, ISG worked with the Transition Partners Managing Partner and key client stakeholders in a number of working sessions to fully understand their needs, what processes were working well, and which processes were broken. Our first step was to provide an effectiveness assessment of their entire PMO operations, which lead to the second phase implementation of new process, governance, and organizational changes that are still in effect today.

Results
ISG worked closely with the client to close an initial effectiveness assessment for $200,000, which lead to an 18 month engagement worth $1.5 million for Transition Partners.

The client established a well run Program Management Office that consistently and effectively managed critical projects from inception to delivery and provided an effective approach to manage the portfolio of opportunities and help the client make the right decisions on which projects to fund to enable the business and achieve their goals.

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Case Study Two: VOX ONLINE CUSTOMER EXPERIENCE

The Client Challenge
A $120 billion global insurance company had decided to make a concerted push into the online market to acquire new customers and drive revenue and profitability. Continuing their ongoing acquisition strategy, they acquired a leading California-based auto insurer who already had an online presence and significant west coast market share. The client’s goal is to integrate the “look and feel” of both websites to create a unique and differentiated customer experience to achieve their growth and profitability goals. The client had limited knowledge and staff to complete this project, and was under pressure by management to complete the integration in a short timeframe.

ISG Approach and Solution
Working closely with the insurance company Executive Vice President and SVP of Marketing, ISG effectively managed the sales process from identification to closure.

VOX completed an extensive analysis of both online environments to develop the recommendations and approach to achieve their goals. The first phase was to develop the right strategy for the integration, paying close attention to all customer processes and ensure no customers were lost in the process.

ISG engaged the client and key stakeholders in a number of working sessions to fully understand their strategy, key initiatives, and challenges in integrating the two online customer operations. Our first step was to provide an effectiveness assessment of their entire online operation, which lead to the second phase implementation of new strategy, web design, processes, and marketing communications to achieve their goals.

Results
The closure of a $1.6 million engagement to help the insurance client refine their strategy, combine the two online environments, and improve their quote and bind processes to achieve their customer, revenue, and profitability goals.

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Case Study Three: PRTM INNOVATION

The Client Challenge
A $7 billion CPG Food Company decided that they needed to dramatically improve the performance of their innovation operations to achieve their organic revenue growth goals. The company had a history of incremental innovation that didn’t deliver the “breakthrough” ideas and products that they needed to become the leader in their market.

ISG Approach and Solution
Working closely with the Food Company’s executive management team, which included their CFO, EVP of Global Growth and Innovation, SVP of Global Operations, and SVP of Global Sales, ISG worked effectively with the PRTM Partners to manage the sales process from identification to closure.

Competing against such well known consulting organizations as Bain, Booze Allen Hamilton, Boston Consulting Group, and McKinsey ISG successfully helped PRTM win the business. The first phase was to develop the right strategy, implement PRTM’s proven innovation process based on their proprietary PACE methodology, and then move quickly to execution to take an “in-flight” innovation project and work with the client to move it effectively through the process.

Results
The closure of a $1 million initial engagement to help the Food Company client refine their strategy, implement an improved innovation process, and execute to achieve their revenue and profitability growth goals.