Centralised B2B · Ownership Matrix
“Ownership matrix removed overlap between three business units.”
— President, Centralised B2B services group, 3 business units
Who this client is
Do you see yourself here?
This client’s identity is confidential, their reality isn’t. Size, stage, sector and daily pressure are reported faithfully. If you recognise your own day-to-day in this portrait, you’re probably in the right place.
Type
Centralised B2B services group
Size
70+ staff across 3 business units
Stage
Mature, cross-unit friction
Revenue
$15M+ annual revenue
The symptoms
What wasn’t working.
- 01
Two units sometimes sold the same thing to the same client
- 02
A client ticket could sit in nobody’s queue for days
- 03
Shared services (IT, HR) were overloaded with ambiguous requests
- 04
Executives kept being asked to arbitrate turf wars
Our approach
Who owns what, on one page
We built the ownership matrix the group had never had, resolved the overlaps, and installed the handoff rules nobody had to arbitrate anymore.
- Interviewed every unit lead to surface real ownership (not org chart)
- Published a single ownership matrix signed by all three units
- Named a referral protocol between units with a 48h response SLA
- Shared services got request templates with mandatory fields
The outcome
From turf wars to clean handoffs
Exec arbitration
BEFORE
Weekly
AFTER
Rare
Client ticket latency
BEFORE
Days unclaimed
AFTER
48h SLA, met
Double-selling incidents
BEFORE
Monthly
AFTER
Eliminated
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