Growth target from $3mil to $20mil is growth of 5x the current sales over 3 year, a year on year growth rate of 160% which is a very ambitious target, although possible in the software industry. However the right business structures need to be in place to enable and sustain such growth.
Lack of transparency around what and how the sales people were selling – there was a lot of over- promising and selling things that could not be delivered so that sales numbers and commissions were high, as were bad debts.
Lack of systems and processes to align the sale with the delivery process so jobs were handled in an orderly and timely manner from start to finish – many jobs were started and then “put aside” as newer jobs arrived.
No client communications process so road-blocks, queries and outstanding matters were not logged or followed up, and client complaints were swept under the mat rather than resolved leading to reputational damage.
Staff search and on-boarding needed to be streamlined to enable resourcing growth in alignment with the work growth.
Facility management needed to be planned to ensure the staff and equipment were appropriately housed during the growth phase.