This document provides an overview and summary of an account review. It summarizes that the account has 45 users across 3 locations, with 5 VIPs and 40 office workers. Major projects include a new software initiative and reducing staff by 5%. Key stakeholders are listed. Major issues include the hiring process taking 6 months and low participation in annual reviews. The solution strategy outlines different HR areas like recruiting, compensation and performance management. The delivery strategy discusses current challenges around support, communication and project management. A relationship assessment shows HR is dissatisfied with services and feels low priority. The action plan outlines quarterly objectives to assess service usage, improve security and involve directors more closely.

1. Account Review Example
Last Updated on 2013-07-15
1

2. Account overview
2
Key metrics
• 45 Users
• 5 VIPs
• 40 office workers
• 3 Locations
• Bilingual (French, English)
Major projects
• Change management for the new
software initiative
• Reduce staff by 5% in regional
offices
Key stakeholders
• Robert – Head of HR
• Paul - Compensation
• Helen – Payroll
• Bob - Recruitment
Major issues / pain points
• Hiring manager can take up to six
months
• The annual performance review
process has low participation due to
the lack of automation

3. Solution Strategy
3
Demand planning
E-recruiting
Learning management
Compensation management
Staffing optimization
Supply planning
Services procurement
Performance management
Time and expense management
Knowledge management
Payroll
Benefits
Personnel administration
Level 1. The Basics
Level 2. Internal productivity
Level 3. Enablement
Level 4. Strategic
• Supported by SAP and home grown software.
• Benefits is not supported by the systems and is handled
through excel spreadsheets.
• See the needs for these processes but maturity prevents
achievement.
• Doesn’t see the need for these services.
• Supported home grown software.
• Lots of dissatisfaction with the current time and expense
management system (home grown). Wants the ability for
mobile workforce.

4. Delivery Strategy
4
1.Basics
Support
Messaging / collaboration
Hardware
• Remote support is problematic.
• Aging desktops / laptops is generating reliability
issues
• Higher than average number of calls to the help-
desk, high wait times
Communication
2.Value
Program management
Budgeting
Solution definition
• Large number of project late or over budget
• Solutions are defined and chosen by the users, little
CS involvement.
Project management
3.Partner
Business process management
Portfolio management
Benefit realization
• Dissatisfaction with the portfolio management
process, appear unfair and biased.
• Little benefit realization done, owners doubt ROI
was achieved. .
Governance

5. Relationship Assessment
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Key
stakehold
ers
Key
stakehold
ers
Key
stakehold
ers
Key
stakehold
ers
Business Orientation
ServiceOrientation
Relationship status
Emerging Transacti
onal
Value-
added
Strategic
partner
Trust
Evolution
Service status
• HR is dissatisfied with the level of
services they are getting.
• They also lack several tools to
analyze their effectiveness
• The relationship is non-existent to
almost confrontational.
• After years of neglect, HR feels they
are not a priority for corporate
services.
Perceived
Desired
Gap

6. Account plan – Action plan
6
Quarterly action plan
Q1
• Assess service
usage
• Meet with each
directors
Account objectives
• Comply with GoC CLF initiative
• Reduce service levels to accommodate budget
crunch
• Improve user behavior around security rules
• Improve credibility of service organization
Q2
• Renegotiate SLA
• Develop security
recognition
program
Q4
• Involve
managers in
security
breaches
Q3
• Spend a full day
in the field
Account strategies
• Evaluate service usage as basis for SLA
renegotiation
• Use positive reinforcement to promote
security compliance
• Involve directors in account review activities
• Understand their day-to-day operations

7. Simon Chapleau
SC User Research
514.612.0511 x101
simon@sc-ur.com
SCUserResearch.com