Professionalizing value-added services (VAS) can help boost business growth.
Our client, a leading diagnostics company, recognized the need to do this. The company wanted to enhance its VAS offerings to support its strategic key accounts better.
While a wide range of services already existed, the execution lacked structure, scalability, and alignment with evolving customer expectations. We helped the client set the foundation for profitable growth by providing a defined framework for the service offerings, clarifying what to offer and the associated monetization.
We tackled this challenge with a clear step-wise approach.
First, we conducted a thorough evaluation of existing service practices to identify areas for improvement. Next, we benchmarked internal practices against industry standards to define a clear and practical target state.
To ensure future relevance, we examined emerging customer needs as well as how customers view the current VAS offerings. Using these insights, we designed a new service portfolio for the future structured along different categories, with clearly defined service packages and pricing structures.
Finally, we developed an implementation plan. This included a detailed roadmap with a defined governance model (across global and local teams), a proposed future organizational structure, and clearly outlined role profiles.
We produced a new strategic framework that was easy to implement and ready to scale.
This new value-added service framework included a future-proof service catalog, structured packaging, and a clear monetization logic. By introducing a more professional and organized approach, the client boosted customer retention, improved internal efficiency, and increased its bottom line.
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