GoldenFinch — Case Study
Client Journey Mapping
for a Professional Services Firm
A two-day workshop that turned 63 solutions into a streamlined, digitized client journey.
Throughout a two-day workshop, and in a solution-focused activity, delegates spent time reviewing current client journeys and brainstorming initial ideas — focusing on the areas negatively impacting the client.
63 solutions were grouped into related themes and voted on in order of readiness to be prioritized by client impact and feasibility. The ideas that were most desirable for the client, and easiest to implement, were expanded using a solution canvas.
20+ instant, quick business wins were identified, leading to significant cost and time savings.
“ Thank you for facilitating the workshop & mentoring us through the process — we now have a guide and template that we can start each journey with.
“ This workshop provided the opportunity and assurance to make a positive impact on company processes while collaborating with the whole team along the way.
Paperwork to gather, complete and sign. Some of the journey was clunky and slow, with unnecessary effort and didn’t meet the client’s goal.
Documentation to meet the client goal was streamlined and digitized.
GoldenFinch — Case Study
Client Journeys Across
a Global Enterprise
20+ client journeys redesigned across 7 countries, delivering $150m in incremental growth.
Designed 20+ client product journeys across 7 countries, with a mandate to support the build of technology and optimize business processes while improving the client experience.
Strong partnerships with Digital and Technology teams were formed to build new platforms, dashboards and tools that heighten the client experience — delivering all global-based enablers to improve the client experience and support continued future commercial growth.
Maximise opportunities by listening to clients and employees.
Continual proposition design and development.
Unifying the organization to drive client-centric change.
Scope and define common metrics.
Tools and technology that drive revenue.
GoldenFinch — Case Study
Insurance-Focused
Retirement Advisory Firm
A 2.5-year engagement with a Western USA Wealth & Retirement RIA that improved every financial metric.
We worked with a US Wealth Management firm over a 2.5-year period, implementing a comprehensive consulting approach across sales strategy, service modelling, contact strategies, client and advisor segmentation, sales training, coaching support, and leadership development.
With our support, between 2021 and 2023 the firm improved every financial metric and sustained their capacity to grow — their primary business objective expressed to us.
New assets grew from $16M (2013) to $750M (2024), with growth accelerating sharply from 2020 onward.
Revenue more than tripled from $16M to $50M; profit grew from $6M to $22M.
GoldenFinch — Success Story
Same Team. Different System.
A Global Salesforce Practice
We were engaged to run Salesforce delivery for Manufacturing, Telecommunications, and Healthcare clients. Utilization sat at 30 percent. Monthly billable hours sat at 390.
We owned resource planning, revenue growth, and client support for the practice. New utilization procedures, scheduling discipline, and standards for how channel partners designed solutions alongside the team.
Utilization moved to 60 percent. Monthly billable hours moved to 1,200. Six months. Same headcount. Different system.
Utilization doubled. Billable hours more than tripled.
Same headcount, six months.
GoldenFinch — Success Story
Restructured. Then Acquired.
Business Operations • Telecom
We were brought in to lead a business transformation and IT strategy that would return a regional Telecom company to profitability.
We led ERP implementation, infrastructure transformation, and M&A integration. Built a PMO. Worked with channel partners to standardize risk assessment, quality, and project management training. Brought in Oracle and Microsoft Dynamics to rebuild the back office, and reorganized the company, cutting staffing by 20 percent.
Churn down 30 percent. Loyalty up 25 percent. Overruns down 20 percent. The company returned to profitability and was acquired by a channel partner.
Fewer people. More profit.
A company worth acquiring.
GoldenFinch — Success Story
Six Months. Three Numbers.
A National Automotive Association
A conglomerate client needed a growth strategy for Automotive. Membership was leaking, and the sales pipeline ran without a defined process or CRM.
We partnered with strategic companies to set the short and long-term growth strategy. Directed the Salesforce.com implementation and rebuilt the sales process end to end. Negotiated directly with automobile dealers to grow membership and service adoption.
Churn down 30 percent. Membership up 40 percent. Sales pipeline up 60 percent. Six months.
Churn down. Membership up.
Pipeline running on a system, not luck.
What Can We Help You Achieve ?
The journey of 1000 miles begins with a single step. We are ready to discuss how optimizing your business structure, operations and technology can enhance efficiency and support your long-term strategic objectives.
How I Can Contribute ?
GoldenFinch is on the leading edge of business transformation. We invite accomplished leaders to explore working with us. If you’re ready to shape high-impact global industry solutions, let’s talk.
