INDUSTRY
HVAC Services Provider

SITUATION
A leading regional home services provider faced operational friction across its end-to-end (E2E) workflows. Manual processes created data silos and impacted job costing accuracy. With a goal to scale for business growth and improve margins, the company required a unified transformation strategy to modernize its people, processes, and technology embedded in their culture.

SOLUTION
Viato designed and executed Project Lean, an 8-week strategic transformation roadmap centered on a "Crawl, Walk, Run" implementation framework.
● Technology Integration: Recommended an application for advanced work management, integrating it with existing service ticketing system to automate ticket alerts, track job costing in real-time, and eliminate manual oversight.
● Process Automation: Expanded AI features to automate web form requests directly into systems, replacing manual entry and streamlining the customer experience.
● Operational Efficiency: Standardized the "Procure-to-Pay" cycle mitigating financial and operational risks.
● Strategic Change Management: Established a robust governance structure, including an executive steering committee and "Change Agents," to ensure organization-wide adoption and long-term sustainability.

IMPACT
By aligning technology with revised operational roles, Viato empowered the HVAC company to transition from reactive manual tasks to proactive, data-driven management.
● ~$1.5M in Annualized Savings through non-value-added work elimination and improved margin tracking.
● Improved Customer Experience via automated ETA notifications and seamless mobile payment collection.
● Enhanced Data Integrity with real-time reporting feeds that provide actionable insights for leadership.

Effective Change Management is critical to successfully implement these transformation initiatives and ensure alignment across people, process, technology, and culture.

INDUSTRYIT Services and Consulting Company

SITUATIONClient faced several operational challenges, including legacy workflows with manual repetitive tasks leading to operational inefficiencies. Enterprise CRM and work order service management tools were under-utilized and non-standardized KPIs and metrics to monitor the overall health and performance of their business.
SOLUTIONViato engaged with the client to drive transformational operational improvement through a comprehensive approach across people, process, tools, and culture. Viato developed a customized project costing model followed by a phased "crawl, walk, run" implementation approach.
Key focus areas included 1) Business Process Reengineering, which removed non-value-added activities, and increasing automation of their enterprise technology tools; 2) streamlining workforce functions; 3) developing a Project Costing Model to tie fully loaded OpEx costs to key workflow activities for targeted savings; and 4)Enterprise Tools Assessment to effective data flows between systems.
IMPACTThe business was able to improve operational efficiency, utilization of enterprise tools, and right-size the workforce. Viato's expertise in designing and implementing lean solutions to increase business outcomes, operational efficiencies, and organizational performance resulted in >$1M in OpEx savings.

INDUSTRY
National Insurance Provider

SITUATION
Client faced significant operational friction within its Identity and Access Management (IAM) organization. Unsatisfied "Voice of the Customer" sentiment coupled with loose adoption of existing processes, and lack of defined metrics hindered the enterprise’s ability to scale its Secrets Management practices effectively.

SOLUTION
Viato partnered with an IT consulting company and provided Organizational Change Management (OCM) consulting services. This included delivering a comprehensive Transformation Plan designed to bridge procedural gaps and accelerate the adoption of secure, resilient technology. Components of the plan:
● Governance & Center of Excellence (CoE): Developed a robust CoE model to drive enterprise-wide adoption, providing standardized patterns and governance support for secrets management.
● Operational Streamlining: Revised the application onboarding processes eliminating redundant manual reviews, and introducing formal prioritization techniques.
● Strategic Alignment: Established clear Objectives and Key Results (OKRs) tied to enterprise-level goals: Security, Resiliency, and Brand Protection.
● Communications Framework: Implemented an audience-based engagement model with tiered templates for leadership, vertical business units, and technologists to ensure transparency and planning alignment.

IMPACT
The transformation shifted the organization from reactive, manual oversight to a proactive, metrics-driven "Future State".
● 2x Scalability: By automating credential rotation and streamlining onboarding documentation, the client effectively doubled their capacity to handle new intake requests.
● High-Integrity Governance: Launched a centralized Secrets Scorecard to track adoption, usage, and vulnerability metrics in real-time.
● Optimized User Experience: Reduced onboarding time and human error through on-demand training videos and simplified self-service documentation.

The Secrets CoE drives enterprise-wide adoption and operational excellence, enabling secure, resilient, and scalable use of secrets across the organization.