Why the Outcome is a service that cannot be ignored


Delivering successful technology projects to clients is challenging, with research indicating that up to 75% of such engagements fail to fully achieve desired outcomes. This can be due to unclear objectives, changing requirements midway through, poor communication, etc. The results are dissatisfied clients, damaged reputations, and wasted resources. It is crucial for technology project managers to carefully plan, communicate effectively with stakeholders, and adapt to changing circumstances to increase their chances of success. By setting clear objectives from the outset, regularly updating clients on progress, and being flexible in response to evolving needs, project teams can mitigate the risks of failure and ensure that resources are used efficiently. Ultimately, delivering successful technology projects benefits the clients and the project team and enhances the organisation’s reputation and competitiveness in the market.

To drive better outcomes, experts emphasise the need for providers to clearly define project scopes, deliverables, and success metrics at the outset while managing client expectations. Maintaining transparency via regular status updates is also crucial. That said, the traditional model, where clients pay solely for IT services, not actual results, offers limited incentives for providers to ensure engagement success. Moving towards a more results-based pricing model could be a game-changer. By tying provider compensation to the successful delivery of outcomes that align with client goals, both parties are incentivised to work collaboratively towards achieving success. This shift benefits clients by ensuring they receive tangible value for their investment and motivates providers to go above and beyond to meet and exceed expectations. Ultimately, this results-driven approach can lead to stronger partnerships, increased client satisfaction, and a competitive edge in the technology services market.

The Outcome-as-a-Service Solution

Outcome-based IT service models aim to resolve the issue by tying provider payments directly to business outcomes achieved for clients. So rather than paying fixed fees for technology implementation, clients compensate based on predefined metrics like increased revenue, lower costs, higher customer satisfaction scores, etc.

This approach better aligns provider incentives with delivering actual client business value. It also offers increased transparency; imagine a provider guaranteeing $1 million in additional revenue through a sales analytics implementation. The client can accurately assess if outcomes were achieved post-deployment and pay proportionately. If successful, the provider has added tangible bottom-line impact and justified their fees. For the client, risk is minimised while return on investment is maximised. Overall, this results-driven approach creates a win-win situation for the provider and the client. By tying payment to measurable outcomes, the provider is motivated to deliver results that truly benefit the client’s business. On the other hand, the client can rest assured that they are getting value for their investment, as they only pay for the tangible impact delivered. This model fosters trust and accountability between the provider and the client and drives continuous improvement and innovation in the services provided.

A UK banking client partnered with an analytics firm under an OaaS model to improve targeted marketing. The engagement resulted in a 2X increase in digital channel sign-ups against an initial target of 30%, generating over $5 million in added revenue. The bank was delighted with quantifiable business gains, while the firm could justify the performance fees billed. This successful partnership showcased the power of Outcome as a Service in driving actual business results. By aligning incentives and focusing on measurable outcomes, both parties achieved their goals and demonstrated the value of their collaboration. Moving forward, more organisations will likely adopt this innovative model to drive success and innovation in their business strategies.

Benefits of outcome-based models

Industry research highlights several advantages of outcome-driven approaches beyond improved alignment between IT service investments and client results. These benefits include increased accountability, reduced client risk, and a greater focus on delivering tangible value. By shifting the focus from outputs to outcomes, organisations can better measure the effectiveness of their partnerships and make data-driven decisions to drive continuous improvement. As more companies recognise the value of Outcome as a Service, we can expect to see a shift towards more collaborative and results-oriented business relationships.

Benefits of Implementing OaaS for Businesses

  1. Enhanced Customer Satisfaction and Loyalty: By focusing on outcomes, businesses can ensure that their services directly contribute to their clients’ success. This results in higher customer satisfaction, as clients see a tangible return on their investment, fostering loyalty and long-term relationships.
  2. Increased Transparency and Trust: OaaS necessitates clear communication of goals, metrics, and progress between providers and clients. This transparency builds trust, as clients can see the direct impact of the services on their business objectives.
  3. Performance-Based Revenue Models: Unlike traditional service models that charge based on time or resources, OaaS ties payment to achieving specific outcomes. This can motivate service providers to optimise their processes and innovate to deliver better results, knowing that their revenue depends on their success in achieving client goals.
  4. Better Resource Allocation: Since the focus is on achieving specific outcomes, businesses can allocate their resources more efficiently, focusing on strategies and actions that directly contribute to the desired results. This can lead to cost savings and more effective use of time and resources.
  5. Market Differentiation: Adopting an OaaS model can differentiate a service provider in a crowded market. By promising and delivering tangible outcomes, businesses can stand out to potential clients looking for more than just a service—they’re looking for results.
  6. Adaptability and Scalability: The OaaS model encourages continuous improvement and adaptability. Service providers can scale their successful strategies and adapt to changing market conditions, or client needs more swiftly as they learn what works best in achieving outcomes.
  7. Risk Mitigation for Clients: By shifting the focus to outcomes, the risk associated with investing in a service is also shifted towards the service provider. Clients pay for results, which mitigates their risk and makes investing in a service easier.

These factors suggest that outcome-based models facilitate IT service engagements where clients attain superior results and strategic value. As market awareness grows, more providers actively offer OaaS across areas like cloud, analytics, automation, etc. Those promoting differentiation based on actual client success are poised to gain a competitive advantage. By focusing on delivering tangible results and measurable success, organisations can set themselves apart from competitors and establish themselves as leaders in their respective industries. This approach benefits the clients by providing valuable outcomes and helps the providers attract and retain long-term partnerships based on trust and mutual success. Ultimately, embracing outcome-based models in IT service engagements can create a win-win situation for both parties involved, driving innovation and growth in the rapidly evolving technology landscape.

In summary, aligning engagements to tangible outcomes via OaaS serves client objectives and benefits forward-thinking IT services firms. The model is expected to see high adoption across industries where technology investment returns are a priority. This shift towards outcome-based models ensures clients receive measurable results from their technology investments. It incentivises IT service providers to continuously improve and innovate to deliver on their promises. By focusing on the results rather than just the services provided, both parties are driven to work collaboratively towards achieving shared goals and driving business success. As the demand for tangible outcomes in IT service engagements continues to grow, the OaaS model is poised to become the new standard in the industry, revolutionising the way technology services are delivered and consumed.

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