A fintech firm had a disorganized 50-person engineering team, resulting in sales and business team dissatisfaction due to issues with predictability, reliability, and consistency.

Solution:

Cross-Team Alignment: Strengthened communication between business, product, and engineering teams, improving collaboration and operational efficiency
Agile Execution: Implemented feature-focused pods, optimizing resource allocation for high-priority initiatives.
Outcome-Driven Delivery: Redefined "Definition of Done" by integrating analytics to measure customer interactions, ensuring every feature delivers tangible value.

Engineering Efficiency: Achieved a 30% improvement through optimized workflows and team structuring.
Product Velocity: Delivered at least 3 new features per sprint, enhancing product innovation
Time-to-Market: Launched 3 new product MVPs in a year, accelerating market expansion and revenue opportunities.

FinTech - B2B Spend Management Platform

Service Efficiency: Implemented priority metrics with customer segmentation and Red-Amber-Green (RAG) grading, improving response times and issue resolution.
Cross-Team Alignment: Enhanced collaboration between customer service, engineering, and business teams, leading to better process tracking and faster issue resolution
Customer Support Optimization: Introduced self-service "how-to" guides, proactive feature updates, and enhanced customer communication, leading to reduced ticket volume and an improved overall customer experience.

Support Efficiency: Reduced average tickets per customer by 45%, minimizing support overhead and improving resolution times.
Operational Performance: Cleared ticket backlog within 3 weeks, achieving 97% SLA adherence for timely issue resolution.
Customer Retention: Enhanced customer satisfaction, leading to a reduction in churn and improved loyalty.