A turnaround that took first-time completion from 60% to 94%

A significant B2B customer ran the platform across multiple regions. Workflows failed often enough to generate heavy support load, some regions reported the platform was slower than doing the work manually, and around 18 months of accumulated technical debt kept reintroducing failures.

First-Time Completion sat at 60%, support volume was rising, and the account was at genuine risk of churn. A product that is slower than manual work is failing at its core purpose.

• Ran in-market discovery workshops with users in every region, mapping how work actually flowed rather than how it had been described.
• Built a hotspot matrix mapping discovery insights against support volume, surfacing more than 20 critical product gaps within four months.
• Isolated three root causes: misconfigured role permissions, automation logic users could not audit or override, and workflow handoffs that were not transactional.

• Reimagine the failing workflows end to end rather than patching symptoms: consolidate 12 technical workflows into 7 user journeys that mirror how work really flows.
• Pay down the 18 months of technical debt that was blocking reliable releases.
• Treat stabilisation as the route to renewal and repricing, not as a cost centre.

• Redesigned the core workflows with engineering as co-owners: fixed role permissions, remapped the AI-assisted automation with explicit override paths, and made handoffs transactional.
• Cleared roughly 18 months of technical debt through targeted engineering optimisation.
• Made in-market UAT with real users a standard gate for every subsequent rollout.

• Lifted First-Time Completion from 60% to 94%, taking turnaround times from weeks to days.
• Reduced support volume by 60%.
• Secured a £500K repeat engagement.
• Unlocked a SaaS pricing uplift on the stabilised product.

• Stabilisation is a growth strategy: a reliable product renews and reprices.
• Process descriptions map the org chart; real workflows only surface when you watch users work.
• Debt paydown is a product investment when it unblocks the roadmap.
• Turnarounds rebuild the trust that renewals depend on.