In a fast-changing digital landscape, service providers must evolve quickly to keep pace with rising client expectations, increasingly complex environments, and new risks. For Liquid IT, a growing technology services company, this meant rethinking how they delivered client experience, managed knowledge, and protected their digital environment.
Over several phases, Liquid IT partnered with us to transform their service delivery model - resulting in measurable improvements in client satisfaction, operational efficiency, knowledge sharing, and security.
The Challenge: Scaling Service Without Losing Quality
As Liquid IT’s client base grew by over 30%, internal systems were under pressure. The business faced several strategic challenges:
- Service delivery was inconsistent, with limited visibility across client touchpoints.
- Knowledge was siloed across systems, creating inefficiencies and rework.
- Security practices lacked formal structure, exposing the business to compliance and incident management risks.
- Rapid growth required scalable systems - but without compromising the personalised experience clients expected.
It was time to move from reactive service delivery to a strategic, scalable model - while protecting what made Liquid IT trusted and successful in the first place.
The Solution: A Multi-Faceted Transformation
Liquid IT's transformation was comprehensive and phased, combining strategy, structure, and systems across key areas:
1. Client Experience (CX) Strategy
We introduced a tailored CX Strategic Framework to align every client-facing activity with Liquid IT’s values of transparency, reliability, and responsiveness.
This included:
- A new CX team structure with defined roles and responsibilities
- The creation of Client Experience Engineers (CXEs) to own onboarding and engagement
- Real-time client dashboards to improve visibility and build trust
- Clear CX principles to embed empathy and accountability across the service journey
Result: 95% client satisfaction, 28% increase in client base, and stronger relationships built on proactive service.
2. Knowledge Management (KM) Overhaul
Fragmented information systems were replaced with an integrated knowledge platform - linking CRM, SharePoint, FreshService, and more.
We also:
- Conducted a KM Maturity Assessment
- Designed a KM Strategy and roadmap covering people, process, and tools
- Developed SOPs and a Service Catalogue with KM built in
- Launched a culture shift programme to embed knowledge-sharing behaviours
Result: 30% reduction in time spent searching for information, improved collaboration, and an estimated $600K in annual efficiency gains.
3. Security Policy & Incident Response Design
To strengthen Liquid IT’s security posture, we designed and implemented a comprehensive set of security policies and controls, including:
- Security standards across access control, mobile device use, and cryptographic protocols
- A structured Security Incident Response Playbook
- Governance frameworks for monitoring, escalation, and post-incident review
- Staff training and awareness protocols
Result: Stronger compliance, improved incident response readiness, and formalised governance processes - positioning Liquid IT to meet modern security demands.
The Outcome: A Stronger, Smarter Service Organisation
Liquid IT’s transformation was not just operational - it was cultural.
With streamlined systems, scalable service models, and strategic frameworks in place, the company is now better positioned to:
- Deliver high-quality services consistently
- Empower staff with the knowledge and tools they need
- Build trust through transparency and security
- Adapt confidently to growth and change
This case shows what’s possible when a business invests in structured transformation that balances people, process, and technology.
Looking to evolve your service delivery model? Let’s start a conversation