Case Study

Grass Valley’s Transformation to Customer-Centric Services Delivery Fuels On-Time Projects and On-Time Revenue

Not that long ago, Craig Thompson, Vice President, Marketing & Customer Success, recognized that his services organization was not prepared for acceleration in growth. With a series of manual, disconnected processes, coupled with upcoming acquisitions, the team faced inaccuracies and delays that would hinder the company vision. Fast forward a few years, Craig and his team have developed a streamlined, efficient PS business that fuels new revenue streams for his business.

In this presentation you will learn about their journey towards transformation including:

  • How flexible IT integration placed Upland PSA at the heart of Grass Valley’s professional services business
  • Why efficient resource management matters to customers (hint: it’s all about customer success)
  • The increasing role of customer experience and KCS knowledge management in services delivery
  • How Grass Valley improved services profitability by 18% in 3 years
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