Founder COHIRE - India's 1st Fractional CXO platform | Redefining Leadership with Flexible CXO Engagements in India | CXO On Demand Innovator | Investor
𝐖𝐡𝐲 𝐀𝐦𝐢𝐭, 𝐭𝐡𝐞 𝐂𝐎𝐎 𝐨𝐟 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐞𝐜𝐡, 𝐢𝐧𝐯𝐨𝐥𝐯𝐞𝐝 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐢𝐧 𝐭𝐡𝐞 𝐭𝐞𝐬𝐭𝐢𝐧𝐠 𝐩𝐡𝐚𝐬𝐞𝐬 𝐨𝐟 𝐭𝐡𝐞 𝐫𝐞𝐯𝐢𝐬𝐞𝐝 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐮𝐩𝐝𝐚𝐭𝐞 𝐚𝐟𝐭𝐞𝐫 𝐚 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐛𝐥𝐮𝐧𝐝𝐞𝐫. Rajiv Mehta, the Fractional Chief Operating Officer (COO) of Innovatech Solutions, showed a journey of resilience and strategic innovation. Innovatech Solutions is an Indian tech firm specializing in IoT technologies. 📌 In late 2019, Innovatech released a major software update intended to significantly enhance their IoT devices' efficiency. 📌 However, due to unforeseen compatibility issues, the update caused devices to malfunction, leading to an uproar among key enterprise clients. 𝐓𝐡𝐞 𝐜𝐨𝐦𝐩𝐚𝐧𝐲'𝐬 𝐫𝐞𝐩𝐮𝐭𝐚𝐭𝐢𝐨𝐧 𝐰𝐚𝐬 𝐚𝐭 𝐫𝐢𝐬𝐤, 𝐩𝐥𝐮𝐧𝐠𝐢𝐧𝐠 𝐢𝐧𝐭𝐨 𝐰𝐡𝐚𝐭 𝐬𝐞𝐞𝐦𝐞𝐝 𝐚𝐧 𝐢𝐫𝐫𝐞𝐯𝐞𝐫𝐬𝐢𝐛𝐥𝐞 𝐭𝐫𝐮𝐬𝐭 𝐝𝐞𝐟𝐢𝐜𝐢𝐭. 🛠 𝐇𝐞𝐫𝐞’𝐬 𝐡𝐨𝐰 𝐑𝐚𝐣𝐢𝐯 𝐥𝐞𝐝 𝐡𝐢𝐬 𝐭𝐞𝐚𝐦 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐭𝐡𝐞 𝐜𝐫𝐢𝐬𝐢𝐬 𝐝𝐞𝐬𝐩𝐢𝐭𝐞 𝐛𝐞𝐢𝐧𝐠 𝐢𝐧 𝐭𝐡𝐞 𝐜𝐨𝐦𝐩𝐚𝐧𝐲 𝐚𝐭 𝐡𝐢𝐬 𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐨𝐧𝐥𝐲 𝐬𝐢𝐱 𝐦𝐨𝐧𝐭𝐡𝐬: 1. 𝐑𝐚𝐣𝐢𝐯 𝐢𝐦𝐦𝐞𝐝𝐢𝐚𝐭𝐞𝐥𝐲 𝐚𝐝𝐝𝐫𝐞𝐬𝐬𝐞𝐝 𝐭𝐡𝐞 𝐢𝐬𝐬𝐮𝐞 𝐡𝐞𝐚𝐝-𝐨𝐧 𝐛𝐲 𝐩𝐮𝐛𝐥𝐢𝐜𝐥𝐲 𝐚𝐜𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐢𝐧𝐠 𝐭𝐡𝐞 𝐦𝐚𝐥𝐟𝐮𝐧𝐜𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐨𝐮𝐭𝐥𝐢𝐧𝐢𝐧𝐠 𝐜𝐥𝐞𝐚𝐫 𝐬𝐭𝐞𝐩𝐬 𝐟𝐨𝐫 𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧. ✔️ He set up a 24-hour crisis management room, ensuring that every client complaint was tracked and addressed promptly. 2. Under Rajiv’s leadership, 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐞𝐜𝐡 𝐥𝐚𝐮𝐧𝐜𝐡𝐞𝐝 𝐚 𝐝𝐞𝐝𝐢𝐜𝐚𝐭𝐞𝐝 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐟𝐨𝐫 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐚𝐟𝐟𝐞𝐜𝐭𝐞𝐝 𝐛𝐲 𝐭𝐡𝐞 𝐮𝐩𝐝𝐚𝐭𝐞, 𝐩𝐫𝐨𝐯𝐢𝐝𝐢𝐧𝐠 𝐭𝐡𝐞𝐦 𝐰𝐢𝐭𝐡 𝐫𝐞𝐠𝐮𝐥𝐚𝐫 𝐮𝐩𝐝𝐚𝐭𝐞𝐬 𝐨𝐧 𝐭𝐡𝐞 𝐩𝐫𝐨𝐠𝐫𝐞𝐬𝐬 𝐚𝐧𝐝 𝐞𝐱𝐩𝐞𝐜𝐭𝐞𝐝 𝐭𝐢𝐦𝐞𝐥𝐢𝐧𝐞𝐬 𝐟𝐨𝐫 𝐚 𝐟𝐢𝐱. ✔️ 3. 𝐑𝐚𝐣𝐢𝐯 𝐢𝐧𝐯𝐨𝐥𝐯𝐞𝐝 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐢𝐧 𝐭𝐡𝐞 𝐭𝐞𝐬𝐭𝐢𝐧𝐠 𝐩𝐡𝐚𝐬𝐞𝐬 𝐨𝐟 𝐭𝐡𝐞 𝐫𝐞𝐯𝐢𝐬𝐞𝐝 𝐮𝐩𝐝𝐚𝐭𝐞, 𝐮𝐬𝐢𝐧𝐠 𝐭𝐡𝐞𝐢𝐫 𝐟𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐭𝐨 𝐭𝐚𝐢𝐥𝐨𝐫 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 𝐭𝐡𝐚𝐭 𝐦𝐞𝐭 𝐭𝐡𝐞𝐢𝐫 𝐬𝐩𝐞𝐜𝐢𝐟𝐢𝐜 𝐧𝐞𝐞𝐝𝐬. ✔️ This not only improved the product but also rebuilt client trust through collaborative engagement. 4. 𝐏𝐨𝐬𝐭-𝐜𝐫𝐢𝐬𝐢𝐬, 𝐑𝐚𝐣𝐢𝐯 𝐬𝐩𝐞𝐚𝐫𝐡𝐞𝐚𝐝𝐞𝐝 𝐚 𝐜𝐨𝐦𝐩𝐚𝐧𝐲-𝐰𝐢𝐝𝐞 𝐚𝐮𝐝𝐢𝐭 𝐨𝐧 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐝𝐞𝐩𝐥𝐨𝐲𝐦𝐞𝐧𝐭 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐩𝐫𝐞𝐯𝐞𝐧𝐭 𝐟𝐮𝐭𝐮𝐫𝐞 𝐢𝐬𝐬𝐮𝐞𝐬. ✔️ This led to a new protocol for software releases, including more rigorous testing phases and client feedback loops before full-scale deployment. 𝐓𝐡𝐞 𝐜𝐫𝐢𝐬𝐢𝐬 𝐭𝐮𝐫𝐧𝐞𝐝 𝐢𝐧𝐭𝐨 𝐚 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐭𝐮𝐫𝐧𝐢𝐧𝐠 𝐩𝐨𝐢𝐧𝐭 𝐟𝐨𝐫 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐞𝐜𝐡. 🤝 👉 Not only did they recover lost trust, but they also emerged stronger with robust processes that set new industry standards for software updates and client engagement. Have you faced a similar challenge in your career?👨💼 Let’s talk!
Vineet Arya
10mo
📌 How important do you believe it is for companies to involve clients in the testing phases of new products or updates?
Vineet Arya
10mo
📌 Have you experienced any major software updates in your devices that significantly improved or worsened your user experience?
Dr. Pratima Gurung
10mo
Every successful problem-solving begins with 1. Identifying the problem 2. Keeping time in mind, find ways to address the issue. 3. When a client is a partner in the problem-solving phase, the process gets respected with a greater chance of best outcomes. A setback/critical situation always comes with an opportunity to make it big. Only if we are willing. I got many insights from this post. Thanks for sharing, Vineet ji.
Love this story Vineet. That's the hallmark of great leaders. They turn crisis into an opportunity.
Aakanksha Singh
10mo
Wow! Loved this post! Vineet Arya
Anil Agarwal
10mo
This is a powerful story of resilience and strategic innovation.
Yogesh Kabir
10mo
Very informative! Vineet Arya
Founder COHIRE - India's 1st Fractional CXO platform | Redefining Leadership with Flexible CXO Engagements in India | CXO On Demand Innovator | Investor
10mo📌 What do you think was the key factor in successfully rebuilding client trust for Innovatech after their software update issues?