Customer profitability improvement


A provider of outsourced back-office services to investment firms faced uneven profitability from its client base. The challenge was to achieve higher and more consistent profits by improving the quality of decision-making around pricing and resource allocation.


  • Research: Devoted extensive efforts to obtaining, cleaning and validating data across the company’s clients, to ensure a consistent data set
  • Analysis: Analyzed client activity levels, detailed costs, pricing and revenues,uncovering patterns of profitability
  • Cost-to-serve: Built activity-driven model to estimate client cost, for increased accuracy in contract renewal pricing
  • Implementation: Devised client-specific action plans
  • Tracking: Created client dashboards showing performance relative to peers


  • Revised internal data collection process and financial reporting templates
  • Delivered pricing tool to evaluate new and existing clients
  • Provided roadmap for key actions to raise profitability with selected clients