Operating model design for software-as-a-service scale-up

Situation:

• Software-as-a-Service (SaaS) witnessed significant growth during COVID-19
• Evolved organization needed to sustain growth and meet rising demand
• New investors necessitated a scalable operating model

Actions:

• Conducted a thorough baseline assessment and obtained stakeholder feedback incl. clients and employees
• Reviewed and refined current organizational structure, processes, and systems
• Explored various organizational models, identifying crucial interfaces and decoupling points
• Optimized client onboarding, IT development, and logistics processes
• Balanced in-house capabilities and external partnerships through make-vs.-buy decisions
• Detailed new roles, responsibilities, and KPIs, designing collaborative communication channels
• Identified staffing needs, conducted a skills gap analysis, and developed a workforce plan
• Calculated the financial implications of the new operational model

Results:

• Successfully implemented the restructured organization with key stakeholder buy-in
• Onboarded a competent management team and industry-savvy leaders
• Established a flexible, adaptable model for future growth
• Enhanced operational efficiency and customer satisfaction, reducing time-to-market
• Set the company on a path for continued success, aligning with strategic objectives