Sun Microsystems
Sun Microsystems Services
Sun Microsystems have been a major IT Vendor in Australia for over 20 years. Their accounts list takes in the top two hundred Enterprise accounts in the country. Senior Services Management were concerned that recent revenue growth, and customer retention were not keeping pace with the industry. Wolken Management Services was asked to audit the Australian Services division across the board.
Sun Services Managing Director Grant Rickard observed “What we needed was a fresh, independent, objective overview of our business from top to bottom . But we didn’t want everyday consultants. Wolken provided senior executives who had successfully built Services operations in the Industry themselves. People who knew the business and had made the same kinds of decisions we were facing.”
Wolken’s consultants had not only built and managed Services divisions from the ground up but they had also turned a number around from similar problems that Sun was facing. “We weren’t dealing with ordinary ‘consultants’ but with people who had been CEOs and senior services directors of large vendors. Their knowledge came from experience not organisational theory” Mr. Rickard commented.
In less than two months the Wolken team had completed a thorough audit of the whole division, including customer interviews, and had made a number of substantial recommendations for improvement. The next step was to approve these recommendations through Sun’s Services management and get the Change process started among the Sun Services team. “This is where the Wolken people made a lot of difference.” Mr. Rickard said, “They didn’t just table a report and leave us to it. They have stayed through the change process, helping us every step of the way”
Wolken’s team are now providing a ‘hands on” assistance with Sun Services’ ongoing improvement and change management and have been asked to look at Sun’s professional services.
“Wolken provided high level advice, with the right experience at the right time. And they are committed to staying with it to help us see our changes work” Mr. Rickard concluded.