Convio

Creating a scalable services ecosystem

The Challenge: Implementation Backlogs and Inconsistent Implementations

Convio provides on demand CRM software for non-profit organizations. A successful and rapidly growing company, both internal services teams and implementation partners were struggling to keep up with demand. This was exacerbated by a set of complex application implementation scenarios, requiring code customization rather than simple application configuration, for its two core products. Delayed and at times problematic implementations were having a direct impact on customer satisfaction and adoption.

The Solution: Create Standardized Implementation Methodologies and Partner Authorization Program

VMG worked with Convio to build a strategy to achieve implementations at scale. The strategy consisted of two key parts:

1. Define and build a set of standardized implementation methodologies.
2. Create an efficient, measurable, consistent, and transparent partner authorization and development program.

This included a set of specific recommendations to make the strategy actionable:

• Create “set play” product and services offerings.
• Create and document implementation methodologies for each product.
• Provide training and tools around those methodologies for both partners and its own services personnel.
• Focus its own services group toward delivering “Expert Services”, that is the more complex, larger, strategic implementations; leverage partner network for more standard implementations.
• Build a strong partner authorization program, including identifying a clear set of activities partners can be authorized to perform and the authorization criteria for each activity.
• Identify the optimal set of resources for enabling the channel, including training, assessment and certification, tools, events, and technologies used for supporting partner implementations.

VMG provided Convio with a detailed playbook, as well as additional follow-on services to begin implementing these recommendations.

The Result: Higher Overall Margins and Implementations at Scale

“VMG was an invaluable resource in launching our first partner program.” says Fred Waugh, Vice President, Alliances. “With over 1,200 customers and numerous partners of every different type, we needed a strategy that would help us meet multiple goals, including scaling our services capacity, growing revenue, and improving customer satisfaction.” Convio is now delivering on that strategy.