Technology Enabled Service

Following several years of record-breaking sales and four major acquisitions, Unitek wanted to:

• Align new acquisitions under a unified brand
• Develop a strategy to leverage collective resources
• Develop a strategy to evolve the collective customer base under the unified brand
• Reveal any emerging opportunities for new growth

We used the pre-prototype steps of the design thinking process for discovery and solution definition

• Empathize: Conducted internal interviews to reveal roles and responsibilities, perceived strengths and weaknesses, policies and procedures, and key resources. Also, conducted external interviews with key customers in five states to understand their perception of strength and weaknesses and process within Unitek as a vendor.
• Define: Organized Unitek’s first leadership conference to discuss findings with leadership.
• Ideate: Facilitated leadership workshops using sales and marketing principles to reveal opportunities.

• Switched the collective companies’ service and support to a subscription-based model.
• Installed an RFID based tracking systems with supporting scanners and sensors as part of the subscription program.

Now every single part of the diverse services and technology holdings operated under a single trackable model with at least one set of coordinated set of policies and procedures which together revealed both where the organizations had overlap and redundancy and where it was unique.

The data revealed opportunities to create efficiencies of scale as well as new markets and both new clients and upsell possibilities to existing clients.

Design thinking methodology and marketing research usually used for customer experience design had in this case revealed quantitative, data-driven operational and procedural improvements.