To address the challenges hindering recurring revenue growth, SprintlyWorks adopted a three-phase approach focusing on customer understanding, internal process diagnosis, and actionable recommendations.

Phase 1: Mapping the Customer Purchase Journey

We began by conducting in-depth interviews with 15+ customers across key segments to understand their service procurement behavior, approval hierarchies, and pain points across emergency, planned, and dry-docking scenarios. We mapped customer-side processes in detail, including role responsibilities, timeline bottlenecks, RFQ practices, and expectations for remote support. This revealed critical gaps in proactiveness, lead time communication, and account ownership visibility.

Phase 2: Diagnosing Internal Sales Bottlenecks

In parallel, we interviewed 28 Account Managers and surveyed operational stakeholders to pinpoint inefficiencies in lead identification, service engineer coordination, quotation handling, and CRM usage. We quantified the time spent on high-friction activities and modeled the potential revenue impact of resolving them. The analysis highlighted key process frictions such as fragmented communication, lack of automation in Salesforce, and inconsistent usage of inspection reports.

Phase 3: Recommending Targeted Interventions

Using insights from both sides, we created tailored recommendations categorized under CRM process improvements, capability building, and structural enablers. Recommendations ranged from proactive customer education on dry-docking planning and critical spare parts, to simplifying quotation templates, automating engineer scheduling, and instituting service agreement strategies targeted at high-potential accounts. We also identified regional best practices to scale across the organization.