How ROCK helped a marketing agency miss 20% fewer deadlines

At a glance

• 20% reduction in missed deadlines
• 43% reduction in client complaints
• 74% improvement in employee satisfaction

The situation

Following MarketCo having undertaken a top-down restructure, it had become necessary for various members of their creative and technical teams, all based in various offices throughout Europe, to work collaboratively. This, though, was proving to be problematic as team members frequently reported that client requirements were unclear and that the delegation of various tasks was consistently indistinct.

This proved to be highly detrimental to performance and fulfilment. The company regularly needed to extend client deadlines at short notice and this generated complaints. Additionally, employees began to report heightened levels of stress and staff attrition began to rise.

MarketCo contacted ROCK and requested that we audit their communications infrastructure as well as review the processes they leveraged when fulfilling projects to identify any areas where improvements could be made. ROCK immediately noted that the company used conference calls exclusively and had not leveraged video conferencing tech. This was problematic as one team member would compile briefs following meetings with clients before disseminating salient information to colleagues via a conference call – a system that was proving to be highly ineffective.

Further investigations also revealed that they did not use project management software as a means of delegating tasks and monitoring progress.

Recommendations

• Install video conferencing tech in head office and associated software on devices in all others
• Use project management software to track progress and deadlines

Outcome

As suggested, ROCK installed video conferencing tech in the boardroom of MarketCo’s head office. Engineers provided staff with training on how to use relevant systems and invite staff from various locations to attend virtual meetings. Engineers from ROCK’s partners throughout Europe assisted with the training of staff and the installation of required applications at MarketCo’s other locations.

ROCK also, having collaborated with various members of MarketCo’s team, identified project management software that would assist them in meeting deadlines, and ensure that all team members were aware of their responsibilities. With assistance from our in-house innovation team, we developed the platform to integrate other key line of business software and tailor the platform to MarketCo's exact needs.

Following these changes, staff reported that they felt more confident, prepared and – thanks to video conferencing technology – more connected to their colleagues. Vitally, they also stated that they believed their interpretations of client instructions and objectives were more comprehensive.

As a result of these changes, MarketCo missed 20% fewer deadlines. Client complaints also fell by 43%, both as a result of more deadlines being hit and management software making it significantly easier for team members to monitor project progress and inform clients of likely delays in advance.

Finally, when MarketCo polled their employees to ascertain their overall happiness levels, they observed a 74% improvement compared to the previous year.

*We value our clients and their right to a confidential consultation. While the name has been altered, the results are real.