Scaling Implementation

Client Overview

A healthcare technology company providing electronic health record (EHR) integration and analytics solutions for healthcare organizations. With 110 employees and $16M in ARR, they were experiencing strong sales growth but struggling with implementation capacity.

The Challenge

As sales velocity increased, the company's implementation team became overwhelmed, creating a growing backlog of customers waiting to be onboarded. New customers were waiting up to 5 months to begin implementation after contract signing, creating dissatisfaction and delaying revenue recognition.

Key issues included:

Implementation backlog of 5+ months
Each implementation highly customized and resource-intensive
Technical resources stretched across too many concurrent projects
Limited knowledge transfer between implementation projects
Customer expectations often misaligned with implementation realities
Inconsistent implementation quality leading to varied customer outcomes

Our Approach

We implemented our Scalability Engineering program focused on implementation excellence:

Implementation Assessment:
- Conducted comprehensive review of current implementation methodology
- Analyzed resource allocation and utilization across projects
- Mapped customer journey from contract to go-live
- Identified common patterns across successful implementations
Implementation Framework:
- Developed standardized implementation methodology
- Created implementation package options aligned with customer needs
- Designed progressive implementation approach with clear milestones
- Established resource optimization model
Operational Deployment:
- Implemented project management platform with standardized workflows
- Created implementation playbooks for common scenarios
- Developed customer preparation framework for accelerated starts
- Built knowledge management system for implementation learnings
Measurement and Optimization:
- Established detailed metrics for implementation quality and efficiency
- Created early warning system for at-risk implementations
- Implemented weekly optimization reviews
- Developed continuous improvement process

‍

The Results

Within 8 months of implementation, the company achieved:

Implementation capacity increased by 130% without proportional headcount growth
Implementation backlog reduced from 5+ months to 3 weeks
Average implementation time reduced by 45%
Resource requirements per implementation decreased by 38%
Implementation quality score improved by 47% based on customer feedback
Revenue recognition acceleration of 3.5 months on average

The implementation transformation enabled the company to effectively scale their customer onboarding operations to match their sales growth, eliminating a critical bottleneck in their business while improving customer satisfaction.

Download PDF