What’s in this case study?
A customer service software company’s latest product represented a “bet the farm” strategic decision. Enhancements to functionality and user interface were supposed to differentiate it. However, the initial value model showed a huge negative value to their customers due to restraining costs and lost productivity as veteran agents learned a new technology. Using the LeveragePoint application, management uncovered this surprise early, and uncovered additional, and much more powerful value drivers that allowed them to prove positive value to their customers.
