Addressing Scale in Business: Plan well, Start and Continue Scaling!

As Benjamin Franklin famously said, "failing to plan is planning to fail," and that's especially true when it comes to scaling a business. A few years ago, as cloud adoption surged and technology gained traction within larger and traditional businesses, it became evident that our existing delivery engagement models needed reevaluation and evolution to accommodate anticipated growth. A new, intelligent engagement model – one that could seamlessly adapt to scaling business demands while remaining profitable – was necessary.

I had the opportunity and had considered several factors while designing the Scalable Engagement Model. Some of these factors were clear from the outset and some emerged organically during the design process.

I am humbled to share the experience of that journey here: Scaling Your Business: Insights and Strategies from an Industry Leader (youtube.com)

Assemble a High-Performing Team

Building a sustainable model requires a team effort, I brought together seven of the talented individuals and built a dream team. Each member not only came with rich experience but also with complementary backgrounds, attitude and the passion for the project. This variety of perspectives proved invaluable when tackling complex challenges. Remember, synergy is key. A study by Mckinsey found that teams with a variety of perspectives outperform homogenous groups by up to 35%. This diversity proved invaluable when tackling the complex challenges of building a scalable model.

Scaling is a Multifaceted Challenge

Scaling isn't just about managing volume. Geographical spread, cultural nuances, and client size all play a role. To understand these dimensions, we embarked on a comprehensive research journey. We spoke with analysts, customers, and partners, not just to understand their current needs, but also to anticipate their evolving needs in the face of a rapidly changing technological landscape.

These conversations were bold. We explored not just rosy forecasts, but even "dystopian" scenarios to push our design thinking. This future-focused approach, embracing the ‘failing forward’ concept, helped us build a model robust enough to weather any storm.

Building an Elastic Model for the Unknown

Designing for the predictable is easy. The true test lies in anticipating the unforeseen. We meticulously analyzed every process and tool against various scaling factors, stress-testing them beyond expected limits. Every "what-if" scenario was explored, from explosive growth to complete stagnation due to unforeseen circumstances. We also prepared for the possibility of no business growth at all, considering factors such as geopolitical events that could disrupt our plans.

Embrace Automation and Human Touch

While AI in Enterprise Resource Planning (ERP) wasn't as prevalent then as it is today, we recognized its potential four years ago. Our model's backbone was an automated platform that analyzed and routed business requests to the most qualified experts. We also invested heavily in automating communication architecture and internal ticket handling – a process that involved rigorous testing and role-playing by the team.

But technology is just one piece of the puzzle. In today's competitive landscape, AI is a powerful tool for optimization, but it's the irreplaceable human touch – judgment, creativity, and emotional intelligence – that sets us apart. We formed teams to execute this new digital model, combining fresh talent with industry veterans. This blend of new perspectives and experience set a rapid and exciting pace for our progress. And today, we continue to invest in upskilling them. ?

Taking Calculated Risks for Big Rewards

Even with meticulous planning, calculated risks are inevitable. We had contingency plans, but ultimately, we had to launch with faith in our model. Our guiding principle was simple: diligence, commitment, a backup plan, and decisive action to finally release the model for real action.

The Reward: A Scalable Growth Engine

Our dedication paid off. Thanks to meticulous preparation and reliable technology, we successfully launched with our first customer in July 2021. Today, this digital engagement model supports over 3500 cloud customers, with a staggering year-over-year growth rate of nearly 100%.

This journey was about a team coming together, that can see beyond yesterday and today, plan with passion across all dimensions, to build a sustainable growth engine that will propel us forward for years to come.

#ScalingBusinesses #CloudTransformation #SAP

Peter Pluim Christoph Hermann Peter Janus Guillermina Digregorio Gaurav Kapoor Patrick van Donselaar Praveen Gupta Rinu Bist Roopesh Dolle Sebastian Airewele