Operating model design for a SaaS scale-up
Case study:
Operating model design for a SaaS scale-up
- Situation
- SaaS scale-up had grown explosively without defined structures, processes and was struggling to cope with demand and complexity
- New investors expected a more robust setup independent of the founders to enter the next growth phase
- Actions
- Assessed the existing organization, processes and systems and gathered feedback from clients and employees
- Made make-or-buy decisions to balance in-house capabilities with external partners
- Defined new roles, responsibilities and decoupling points and set up cross-team collaboration and communication mechanisms
- Streamlined core processes including sales, client onboarding, account management, product development and service delivery
- Identified skill gaps, derived staffing needs and developed a workforce and financial plan
- Results
- New operating model agreed with management and investors and put into execution
- Organizational structure and operating routines redesigned while maintaining strong sales growth and improving time to market and customer satisfaction
- New talent hired and onboarded to close critical capability gaps