Customer interviews and offboarding feedback were clear: projects felt “disconnected”, “chaotic”, and “slow”. Internally, teams were overburdened, projects were under-quoted or under-resourced, and communication breakdowns were common.

The Solution

We launched a root-and-branch transformation of the professional services function, with clear objectives to:

• Introduce a standardised project governance framework

• Improve ownership, communication and customer confidence

• Strengthen internal consistency, tooling, and accountability

Key initiatives included:

• A new Project Pack shared with customers at kick-off, defining scope, dependencies, contacts, and escalation routes

• Introduction of AI-enabled project management software with SFIA-aligned skill tracking and RPAX risk scoring

• A structured Project At Risk process with automated triggers and dashboards

• Development of a standard seven-stage delivery model with automated customer updates at each milestone

• Lessons learned made mandatory before project closure

• Internal reporting enhancements using Power BI for live tracking and improved oversight of performance.

The Results

• Customer project satisfaction increased significantly, as measured by a bespoke project survey linked to key stages

• Churn risk reduced, with early indicators showing improved contract renewal rates in key accounts

• Internal consistency and delivery efficiency improved with fewer escalations and faster invoicing cycles

• A new customer-facing narrative emerged around ownership, professionalism, and clarity

Why It Matters

This transformation didn’t just fix symptoms — it redefined how projects were delivered across a fast-growing MSP. It aligned delivery with commercial expectations, improved internal trust, and most importantly, restored confidence among customers.