Case Study

Grass Valley Experiences 18% Growth in Services Profitability

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

To learn more about Grass Valley’s journey to success, read this blog by Earle Engel, Grass Valley’s Director of PMO & Professional Services, Unifying Service and Support Processes – Grass Valley’s 3 Lessons Learned.

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