Agile Maturity
Ventech started as a Help Desk focused on core call center capabilities (i.e. desktop support, issue resolution)
HELP DESK
2022
High
2016
LOW
Customer-Centricity
High
LOW
Ventech started adding new capabilities (i.e. learning & development) to evolve from more than just a Help Desk
Incorporated two-way communication (i.e. customer outreach, feedback surveys)
Their capabilities provided them a competitive advantage due to their unique understanding of their customer base
SERVICE DESK
In 2020, Ventech introduced agile to capitalize on their customer-focused competitive advantage and hired West Monroe to build and implement an Agile(SAFe) framework for Ventech
West Monroe focused on building an operating model that could scale to support multiple products and agile teams
SERVICE CENTER
West Monroe enabled Ventech to evolve into an organization with multiple service capabilities focused on providing and improving value for their customers
CENTER FOR SOLUTIONS & SERVICES
Introduced Agile/SAFe in 2020 to employ the “Voice of the Customer”