Following the commercial split of Habib Medical Group’s (HMG) software development arm CloudSolutions (CS), there was friction between the two companies on how the latter would balanceservicing HMG alongside external clients. In addition to cross-company cultural challenges, theprocesses underpinning the end-to-end relationship and interface between HMG and CS neededoptimisation and streamlining.
As such, the challenge was to establish a strong and sustainable customer focus across the end-to-end relationship between HMG and CS, that reflected their shared interests. This work, if successful,would also lay the foundations for HMG’s other supplier relationships – and CS’ engagement withfuture customers.
Following an initial landscape diagnostic, it became clear there were three principal phases in theHMG and CS interface: the Demand Signal (what information HMG gave to CS, and how); the DemandReceipt (how CS reacted and acknowledged the Demand Signal); and the Demand Response (how CSdeveloped solutions in response to HMG’s needs). To address key challenges in each phase, we:
