Enablon is the world’s leading provider of sustainability, environmental health and safety (EHS), and operational risk management software. More than one thousand global companies and millions of people use Enablon software. Enablon makes organizations safer, more efficient and more sustainable through technology innovation.
Enablon was a global software company that became a global leader in their market segment in just 10 years by utilizing a bootstrapped capital structure. Their global services division was a key driver in delivering the solution, and also a significant source of revenue to the company. After Enablon was acquired by Wolters Kluwer in 2016, the company had capital to invest more in product development, and sales and marketing.
One of the key strategic goals for the organization was to create a thriving partner network that could extend their solution delivery around the globe. This goal created a significant challenge as it meant transitioning Enablon from being the primary implementation team for their solutions to a team that would enable and support partners to successfully implement and maintain customer installations. In addition, the services team overall morale was low due to immense pressure, expectations, and fear over the coming transition.
EVP of Global Solution Delivery
My role involved leading the global services and partner teams in eight different locations across three continents. I was responsible for global partner programs, customer success, customer support and the solutions center of excellence. To be successful, the role required optimizing Enablon’s solution delivery so that external technology, services and content partners collaborated effectively with our internal technical services to ensure optimal client outcomes.
Designing and executing the transition from internal services to partner-driven software delivery required a redesign of the existing partner programs, changes to internal solution methodology, establishing new incentives and KPI’s, and the creation of a global customer success team. The initiative was complex and required orchestration across multiple departments to effectively communicate goals and standards throughout.
Enablon was able to increase its professional services revenue by 13 percent while simultaneously increasing services utilization by 72 percent in the first year of reorganizing the delivery of service solutions. Overall, services bookings increased by 82 percent in 2017 over 2016. The restructured services organization, new role definition and enhanced incentives cut the services team attrition rate in half—25 percent to 12 percent year-over-year.
Partner-driven software license revenue increased at a 35 percent compound and annual growth rate (CAGR), year-over-year, due to the successful execution of a new partner program and associated incentives. The new solution delivery collaboration model resulted in implementation partners increasing their own deployment service revenue by 52 percent year-over-year.
