PORTFOLIO, PROGRAM & PROJECT MANAGEMENT
Major technology upgrade at international restaurant chain
Challenge:
A leading global quick service restaurant (QSR) with over 7,000 locations serving two billion customers yearly needed to modernize its ordering system to match today's digital consumer expectations. The challenge was integrating a new self-service kiosk system seamlessly, without disrupting operations, while satisfying the diverse needs of independently owned franchises and maintaining high customer satisfaction.
Solution:
Sole Consulting led the initiative with a people-first approach, not only focusing on technological upgrades but also on improving both employee and customer experiences. By equipping staff with new tools and freeing them from traditional ordering roles, they could enhance kitchen efficiency and service speed. The rollout was carefully planned to ensure smooth adoption across franchises, supported by ongoing training and resources to empower employees throughout the transition.
Results:
Achieved the fastest technology rollout in QSR history, updating over 6,500 locations in under a year.
Over 30% of in-store traffic now uses the new kiosks.
Average check size increased by 20-25%.
Significant improvements in guest satisfaction reported by franchisees.
AGILE TRANSFORMATION
Revitalizing IT Operations for a Global Financial Services Company
Challenge:
A global financial services company struggled to consistently achieve IT department goals, with previous attempts at adopting Agile failing to unlock potential benefits. The lack of a clear roadmap, specific workflow priorities, and extended work item durations across multiple sprints hampered effective delivery. Additionally, teams often missed capturing the full scope of operational and project work.
Solution:
Sole conducted a thorough assessment to identify the root causes of the inefficiencies within the IT department, emphasizing the impact on team morale and collaboration. We implemented tailored Agile frameworks for each team, not just aligning them with long-term goals and clear initiatives, but also ensuring these frameworks supported team dynamics and personal accountability. By redefining workflows and enhancing sprint planning, Sole enabled the teams to not only streamline their processes but also enhance their engagement and effectiveness in achieving critical tasks.
Results:
One team achieved a 175% improvement in delivery accuracy, aligning better with planned versus completed work.
Another team reduced their average time to close out stories by 300%, significantly speeding up the transition from backlog to delivery.
Overall, teams reported increased effectiveness and higher job satisfaction, directly attributed to clearer focus and streamlined operations.
ORGANIZATIONAL CHANGE MANAGEMENT
Adtech company gets revenue visibility
Challenge:
A billion-dollar adtech company, built through acquisitions, lacked visibility into its revenue pipeline, complicating financial performance projections and consuming extensive time each month to reconcile financials.
Solution:
Sole Consulting led the Salesforce implementation to unify sales and CRM processes, prioritizing ease of use to enhance transparency. Recognizing the unique needs of a diverse, millennial workforce, Sole tailored a change management plan that not only involved leadership but also engaged employees through relatable, culturally relevant training campaigns, including inspirations from "Game of Thrones" and HQ Trivia.
Results:
Achieved full integration and strong adoption of the Salesforce platform across the organization.
Significantly enhanced visibility into the sales pipeline and revenue projections, aligning with the company’s strategic goals.
Reduced the time spent reconciling financials, improving overall financial performance.
TRANSFORMATION STRATEGY
Transformation of financial services business
Challenge:
A prominent client in the retirement planning services sector was losing market share to competitors. To regain its competitive edge, the company needed a comprehensive transformation of its products, technology, and operational processes.
Solution:
Sole partnered closely with the client’s team to develop a multi-year transformation roadmap, enhancing their capabilities across the board. We spearheaded key projects within this program, engaging a broad cross-section of the organization in the process. Our efforts included integrating partnerships, deploying new digital sales tools, and revising financial incentives—all aimed at fostering a collaborative and innovative work environment.
Results:
Successfully implemented strategic enhancements across products, technology, and operations.
Achieved a record number of retirement plans sold, indicating a strong return to competitive form.