Situation
At Ingram Micro, a Fortune 500 company, I was a part of the CloudBlue platform division. I managed a portfolio of B2B SaaS, including Tax, anti-fraud, and payments plugins for CloudBlue Commerce.
Task
I had to:
- Eliminate costs on supporting old unused plugins,
- Increase revenue from the platform and, thus, profit due to increasing the usage of plugins among the existing providers and attracting new providers.
The key metrics that I was targeting were:
- Profit growth,
- User retention,
- Market growth (growing the number of new providers) and activation (converting these new users to permanent returning users).
Action
I conducted several types of research:
- User research (I conducted 30+ interviews within 11 months with 3+ providers and 10+ resellers),
- Data analysis (in Power BI, Google Analytics),
- Market research,
- Competitor research,
- Trend analysis, etc.
Results
During the analysis, I identified:
- The old and unused plugins,
- The plugins that were relevant to the current providers and resellers,
- The user scenarios that could have increased the revenue through the platform from the current customers and, thus, profit.
As a result:
- My team and I closed several unused plugins. Due to their EOL (End of Life), the company saved several thousand dollars on their support.
- The new user scenarios allowed some of the existing customers (providers and resellers) to increase retention and stickiness by leveraging the CloudBlue platform instead of the third-party solutions. As a results, it increased their revenue through the platform, which resulted in profit growth by several thousand dollars,
- The potential customers received an additional reason to select CloudBlue platform among the competitors due to the plugins that it offers.
Period
2021
