How a Support Automation Product Company Increased Productivity?


Startup, Automation Support Product, Mid Size Company


  • In 2013, the Support Automation Product Company based out at India and US was facing difficulties in planning and implementing new capabilities in their new product.
  • Company’s current approach and process were not supporting the faster time to release product to the market and teams were struggling to support the existing product changes, new product launch and support existing operations effectively at the same time.
  • On-the-floor leadership of the Customer Support Automation Product Company had recognized the challenges in the current business processes and practices. Management and leadership agreed to find options to improve processes and practices to be effectively. They made a commitment to go-out for searching --consultants and-- new ways to solve this business challenges and support the team to revitalize their performance.
  • In this effort, the Company approached INNOVATION ROOTS to provide a advisory on improving the process and practices and to drive a change, bring Agile Practices, and build capabilities to effectively deliver the customer support, build and release new product and streamline the overall flow of work.


  • The assignment started with meeting the customer leadership and defining the objectives & plan for transformation.
  • As the next step, INNOVATION ROOTS took the initiative to do a detail Assessment of the company’s current operations to identify the pitfalls in the current practices, and review the processes.
  • As a result, we found some key challenges:
    • Product vision and goal clarity to guide teams in correct directions was not well-established.

    • There was no clear roadmap and release Plan to guide the implementation

    • The team didn't have their backlogs items prioritize to plan

    • Less awareness and Agile practitioners mindset move from traditional practices to Agile

    • A noticeable number of team members lacked the basic training necessary to practices Agile

    • Agile Teams were not well defined and Product Owners and Scrum Master lacked the clarity on their roles and responsibilities

  • Basis on assessment outcomes, we developed an end-to-end plan for Agile transformation and laid a solid Foundation through Agile Training and continues Coaching program.
    • Facilitated the Vision workshop to Product Organisation

    • Coached the Product Management to identify priority

    • Facilitated Product Management and Teams to build roadmap & release planning

    • Conducted multiple batches of Agile-Scrum Foundation training for teams

    • Delivered Role based training to the Product Owners and Scrum Masters

    • Set Agile practices and implemented Scrum framework for the enterprise, coached teams to execute iteratively and deliver incrementally

    • Enabled metrics that guides the progress to ensure that the adoption of Agile Practices across the entire enterprise


  • As a result of end-to-end Coaching, Training and Mentoring program, the Support Automation Product Company improved quality of products, delivery time and services to the customers by adhering to the implementing Agile practices.
    • The team gained an understanding and matured on agile process

    • Team, Scrum Master and Product Owners learnt and matured on roles and responsibilities. This helped them improve contribution at work.

    • Productivity in team had increased and this boosted the management trust on team.

    • The quality of the product delivered improved and helped improve customer satisfaction

    • The delivery cycle time reduced and Product management gained maturity in projection

    • Individuals increased their capabilities to contribute and deliver value and this resulted in motivated teams.

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