Client Profile

A rapidly growing creative company specializing in custom eLearning products faced increasing client demand and an expanding team of project managers. However, inconsistent project delivery threatened customer satisfaction and long-term business relationships.

The Challenge

• Projects lacked standardized processes.

• Delivery was inconsistent across PMs.

• Escalations were common, often requiring leadership to intervene.

• Customer dissatisfaction led to lost revenue and strained relationships.

Our Solution

We were brought in to establish a centralized PMO with a focus on consistency, communication, and customer satisfaction.

Key actions:

• Created standardized templates, workflows, and processes for all project managers.

• Provided training and mentorship to a relatively new PM team.

• Established regular PM check-ins and a clear escalation pathway.

• Acted as a liaison with clients to resolve issues and keep projects on track.

• Balanced client needs with business priorities, ensuring scope integrity and profitability.

Results

• Clients experienced predictable, high-quality delivery across all projects.

• The team resolved escalations without overcommitting resources.

• Two award-winning projects emerged from previously escalated client relationships:

  • 🏆 Brandon Hall Silver Award – Best Use of Mobile Learning

  • 🏆 Silver Addy – Digital Advertising / Online / Interactive

Client Impact

By establishing a scalable and supportive PMO, the company:

• Reduced escalations

• Improved customer satisfaction

• Protected revenue and team morale
  All while maintaining the agility required in a creative and high-growth environment.