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CASE STUDIES: Whirlpool Ultimate Software Wells Fargo (PDF) Lucent Service & Sales Lucent HR PeopleSoft Callisma Professional Services Accounting Firm Cal Fed

			business need | goal | solution | results
	Client Ultimate Software provides web-based payroll and employee management systems to organizations of all sizes. Ultimate Software has a virtual Professional Services Organization of approximately 120+ individuals.		Business Need To meet the demands of a shifting economy and increased competition, Ultimate Software recognized the need to move from a product-oriented company to that of a solution provider. They needed to partner with their clients by understanding their business issues and link Ultimate Software solutions to these needs – saving their clients time and money. Goal Ultimate Software’s goal was to be seen as a strategic partner that provides business solutions versus a software company. They wanted to arm their Professional Services Organization with the skills necessary to become true business partners with their clients. Solution Advance Consulting worked with Ultimate Software to rollout an ongoing training curriculum that would provide their consultants with needed skills to help them partner internally with team members and most importantly externally with clients. These skills were essential due to the fact that the majority of their work was done virtually. The curriculum included the following: workshop was presented in February 2002 to the entire Professional Services Organization. This workshop was followed by implementation of a reinforcement strategy that included the following: Use of Advance Consulting 50 plus online tools and activities Discussion of consulting skills at regular team and management meetings Incorporation of specific goals in each participant’s performance objectives Measurement and tracking of specific business objectives In November 2002, Directors and Managers attended a one-day event on Conflict Strategies. At the workshop, participants learned proven strategies for quickly and effectively recognizing, resolving and preventing conflict. In February 2003, Advance Consulting presented Leveraging to the entire Professional Services Organization. Here participants deepened their ability to build effective business partnerships by assessing a more complex client relationship using Advance Consulting’s Partnering Factors. Summer 2003 – Ultimate Software Directors led reinforcement sessions based on tools and techniques from Leveraging during their regional meeting events. November 2003 – Directors and Managers will attend Advance Consulting’s Consultative Selling, a client simulation workshop focusing on influencing senior executives.
			Results Since the training began, Ultimate Software has seen results in the following areas: The average project size had been shrinking over the past 3 years. However, since working with Advance Consulting the add-on work associated with projects has increased by approximately 20%. This indicates that customers are seeing the value of their solutions even after implementing the core product and that their consultants are looking for additional business opportunities. Customer referrals have gone up by 3% and the percentage of customers willing to do press for Ultimate Software has gone up by 5%. Project Utilization – Utilization goals for 2002 and 2003 have steadily increased. Their projected utilization was exceeded by 6%. Individual performance – Each participant has worked with their manager to set specific performance goals and track results. Managers report a significant increase in participant performance in their ability to work strategically with their client. Client Satisfaction – Since the inception of the workshops, overall customer satisfaction survey results have increased. Unexpected Result Ultimate Software clients have recognized and commented on how effective the PSO works together with their team and externally with their clients. Ultimate clients have asked “how do you do it” and have expressed interest in learning about Advance Consulting programs in order to increase their own performance. Ultimate Software continues to use the skills learned through the Advance Consulting training, by utilizing Advance Consulting’s tools as part of their kick-off at client meetings. These tools help to set the stage for how Ultimate Software will work together with their clients.
	CASE STUDIES: Whirlpool Ultimate Software Wells Fargo (PDF) Lucent Service & Sales Lucent HR PeopleSoft Callisma Professional Services Accounting Firm Cal Fed