IBM, Armonk, NY, United States: Create One Client Experience, GCG Q2C China Client & Industry Team

Total 193 words used.

GCG Q2C China C&I (Client & Industry) squad is a team formed to support IBM cross brand business, including infrastructure, AI applications, cloud platform, security services, maintenance and consulting services for strategic accounts that contribute 60% to 70% of annual revenue to IBM China with potentials of future business growth. The team’s strategy is to act as trusted advisor and extended team to sellers to provide ONE first class client experience to IBM customers. 

• Transformed work assignment structure into agile squad: We advise each other to deliver meaningful result to our clients. Established management system to measure what matters including cycle time, utilization, iNPS and employee sentiment.
• Brought together innovation to improve support efficiency that has meaningful impact on our clients.  The team has managed to support 6000+ service requests managing a response cycle time below 7 hours and maintained iNPS score above 99 throughout the year.
• Built the culture of innovation, growth and client centric spirit and equipped the team with agile way of working.
• Built efficient communication channel with the client team to understand customer’s pain points and address via such tools as Engagement Support, Slack group and regular Webex meeting.

Total 243 words used.

• Team successfully supported project concrete, a multi-brand solution provided to a client that is one of the major banks in China (TCV US$211.9M). This was an offshore transaction. the client was liable for product import from Hong Kong to Mainland China. The client struggled a lot with the custom clearance as the vendor hired was new to the business. To address customer’s tight project schedule,the team reached out to share knowledge and experience with the vendor and helped them get through.

• The team successfully supported project TechUp for one of 4 major banks in China, a transaction of US$85M with multi-brand solutions. To support the urgent RFP response, the team sent one on-site support representative as a funnel for a cross-location team to synchronize project progression, issues to be addressed etc. and to speed up the communication within the squad as well as with the sellers. The team made it to respond to the client’s RFP in just 2 days vs the normal one or two weeks.
• The team successfully supported project TechRef, a project of US$ 118.5M with brands all cross IBM. To satisfy the client’s requirement on flexible MIPS volume purchase, the team proposed the PO arrangement so that customer could decide when and how many to purchase according to their schedule and demand. The team also provided steward service handling cross-business unit, cross-function, cross-time zone coordination to maximize seller’s time invested at field to delight our client.

Total 86 words used.

• GCG Q2C China C&I team has delivered a successful year in support of the company’s strategic clients via ruthlessly transforming itself and seeking constant improvement in efficiency and productivity to address the changing business requirement. 
• The team has been obsessed with delivering client’s success as an extended hand to client team via providing value-added support and service. 
• The team supported big wins up to $500M in 2021 with perfect proposal and contract management and contributed to cash collection of the company with double digit DSO improvement.