Built services to differentiate and add revenue
Case study:
Built services to differentiate and add revenue
- Situation
- A market-leading broker faced increasing growth and margin pressure from digital challengers
- Despite strong brand awareness and customer trust, relationships remained transaction-led, limiting repeat business and customer lifetime value
- Management lacked scalable levers to deepen customer relationships and build additional revenue streams beyond the transaction
- Actions
- Identified buyer and seller needs, pain points and high-value moments across the full customer lifecycle beyond the core transaction
- Designed a focused ancillary services portfolio anchored in customer relevance and willingness to pay
- Sized revenue potential across prioritized services
- Recommended delivery models per priority service and prepared pilots with defined scope, success criteria and governance
- Results
- Defined a focused ancillary services portfolio and identified €5m EBITDA potential across prioritized services
- Prepared pilots for prioritized services with clear scope, success criteria and governance