Client Relationship Review

Case Study

Client Relationship Review

Bid Coaching & Tendering
Organisation Improvement

BRS were engaged by McConnell Dowell to undertake a thorough review of the relationship health with one of their major clients, the New Zealand Transport Agency (NZTA). The review consisted of a series of one on one interviews, a report identifying recommendations for improving the relationship and a facilitated workshop between the two organisations to generate joint ownership of the relationship.

Businessman presenting to colleagues at a meeting

Why they approached us

BRS’ strong industry experience, relationship with the NZTA as well as a recognition of the frank and fearless nature of the review and a proactive and constructive approach to supporting McConnell Dowell implement the recommendations with NZTA.

Issue 1 - Recent run of unsuccessful major bids resulting in a strong desire to improve the win rate

Issue 2 - Feedback on an unsuccessful tender that potentially strained the relationship. An understanding of these issues and identifying key strategies to strengthen the relationship with their clients was required

Issue 3 - Change in the Executive leadership team at McConnell Dowell in NZ with a focus on a strong commitment to collectively build stronger client relationships

BRS solution:

BRS conducted a review of past performance and recent bids from McConnell Dowell to NZTA and then conducted 10, one on one interviews with a broad cross section of senior executives in NZTA. A set of detailed recommendations were presented, jointly workshopped with NZTA and support and coaching provided to the McConnell Dowell leadership team to enable implementation of the actions.

Review of recent past bids drawing on extensive bid coaching experience;
One on one interviews with senior executives;
Detailed recommendations for improvement;
Facilitated workshop with the NZTA and McConnell Dowell to discuss recommendations and agree actions; and
Coaching of McConnell Dowell Executive team through implementation of recommendations.

Case Study