How We Streamlined Departmental Silos to Boost Operational Efficiency

Introduction

“Operational inefficiencies cost businesses up to 30% of their revenue.”

At Axelerant, similar challenges were impacting our growth. Multiple departments operated in silos, each using different systems and manual processes that created a fragmented, inefficient operational ecosystem.

Recognizing the need for change, our Customer Experience (CX) consultants proactively identified the source of our challenges, created an organization-wide CX strategy and introduced us to Mavenlink, a comprehensive project management and resource planning tool. This strategic approach led to significant improvements in efficiency and productivity.

Identifying the Challenges

Delivery Department Challenges

Data was spread throughout several semi-automated spreadsheet programs, Jira, Hubspot, and Xero. It became challenging to monitor project and portfolio success as a result of this fragmentation since it caused data inconsistencies and a lack of integrated indicators. Moreover, the absence of real-time visibility into key metrics resulted in subjective decision-making, further complicating project management.

Project Management Challenges

The inefficient and error-prone workforce management and allocations presented a challenge to project managers. Problems with timekeeping and budgeting frequently resulted in cost overruns, and contacting internal stakeholders was important to gather data for profitability and budget analysis. The length of the process made it difficult to make prompt, well-informed conclusions.

Workforce Management Challenges

Workforce management lacked a central system for team alignment. Dependencies on manual updates and multiple Excel sheets increased the risk of errors and delayed communication. There was no single source of truth for project assignments, capacities, and utilization, leading to inefficiencies in staffing and resource allocation.

Operations Challenges

The operations team faced challenges in tracking financial metrics, project effectiveness, and individual performance. All data had to be manually maintained and extracted, leading to delayed information and increased risk of errors. The absence of a centralized system for reporting and visibility further compounded these issues.

Choosing a CX Strategy

Our CX consultants conducted a thorough audit and SWOT analysis of our existing ecosystem and potential solutions. The vision was to identify breakpoints and silos within the system and find a tool that could connect and integrate all our existing tools into a centralized platform.

After careful consideration, Mavenlink was selected for its ability to offer a centralized platform for communication, workforce management, tracking, budgeting, and collaboration. Its integration capabilities with existing tools like HubSpot and Xero, along with its scalability, made it the perfect fit for Axelerant’s growing needs.

Implementation and Integration

The implementation of Mavenlink began with an initial setup and configuration, completed within the first month. This phase included integration with Jira, HubSpot, and Xero, ensuring seamless data flow across platforms. Comprehensive team onboarding and training were conducted to enhance user adoption and proficiency.

Solving Specific Problems

Delivery Department

"We now have clear visibility into project budgets, helping identify inefficiencies like overbookings and process gaps."- Hetal Mistry Director of Global Delivery, Axelerant

Before: The Delivery department relied on multiple spreadsheets, causing data silos and inefficient processes. Metrics were only available in terms of hours, not tied to dollar value, making it hard to track project and portfolio performance accurately.

After: Clear visibility into project budgets, consumption, and billable versus non-billable breakdowns, both task-wise and person-wise. This transparency helped identify potential inefficiencies such as overbookings and lack of process, allowing for data-driven decisions and improved project management.

Project Management

"The impact extends beyond Project Management, enhancing overall operations, client relationships, and effectiveness."- Kartik Shukla, Senior Project Manager, Axelerant

Before: Project managers faced budgeting and time-tracking difficulties. Obtaining information for profitability and budget analysis required reaching out to internal stakeholders, which was time-consuming and inefficient.

After: Improved budget reporting and profitability analysis by providing centralized data access. Real-time updates and streamlined communication enabled project managers to quickly analyze profit margins and discuss necessary adjustments with account managers, leading to more informed decision-making and better project outcomes.

Workforce Management

"Reporting has become seamless and efficient- it helps us determine capacity, utilization, and staffing needs, guiding our hiring decisions."
-Manjula Balnarayan, Senior Delivery Operations Specialist, Axelerant

Before: There was no system for team alignment, resulting in delayed communication and manual errors. Dependencies on multiple Excel sheets and manual updates made staffing and resource allocation inefficient.

After: Proactive staffing and capacity planning, optimizing team member utilization. Integration with HubSpot enabled visibility into the pipeline, allowing workforce management to plan staffing needs in advance. Customized reports provided insights into utilization, project burn rates, and timekeeping, enhancing overall efficiency.

Operations

"We can now accurately compare allocation, schedules, and actual bandwidth thanks to improved integration."- Salma Begum Delivery Operations Specialist, Axelerant

Before: The operations team faced challenges in tracking financial metrics and project effectiveness. Manual data maintenance increased the risk of errors and delayed information.

After: Automated financial reporting and real-time project health monitoring. This automation saved significant bandwidth and reduced the risk of errors. Reports highlighting project risks in real-time enabled better governance and more informed decision-making.Impact on Efficiency and Satisfaction

“Breaking down systemic silos empowers cross-functional teams, amplifies synergy, and transforms insights into impactful growth opportunities.” -Sreenivasan Kasi Viswanathan, Director of Customer Experience, Axelerant

An actionable CX strategy, step-by-step journey mapping and the implementation of Mavenlink led to a 25% increase in operational efficiency. Centralized data and streamlined processes enhanced collaboration across departments, leading to a 20% increase in project success rates. The ability to make data-driven decisions improved both internal and external customer satisfaction, even as Axelerant rapidly scaled.

Lessons Learned and Future Goals

Key Lessons from Mavenlink Implementation

• Extensive Training and User Acceptance: It is impossible to overestimate the significance of providing extensive training and guaranteeing user acceptance. It is essential to ensure the success of any new CX strategy and tool.
• Value of Integrated Systems: Integrated systems help make effective decisions, decrease human errors, streamline operations, and provide real-time visibility.

Future Initiatives and Goals

• Advanced Integrations and Analytics: Further integration with advanced tools will enhance analytics and provide deeper insights into project performance and efficiency.
• Automation of Routine Tasks: Automating routine tasks will free up resources for strategic initiatives, allowing teams to focus on high-value activities.
• Continuous Improvement: Regular feedback and updates will ensure that the system evolves to meet changing needs and continues to drive operational efficiency.

Conclusion

In summary, our journey with a comprehensive CX strategy and the implementation of Mavenlink has transformed Axelerant's operations, enhancing efficiency and satisfaction across the board. By breaking down departmental silos and creating a centralized platform for communication and collaboration, we have significantly improved our operational efficiency. As we continue to innovate and improve, we look forward to leveraging these capabilities to drive even greater success.