Case Study:

Cultivating Internal Consultants’ Client Engagement and Project Delivery Skills

Our Client

A multi-functional consulting team within a global professional services firm.

Their challenge

To establish a more consistent consulting approach and elevate client relationships to drive impactful and sustainable change.

Why they engaged us

Our deep understanding of the internal consulting environment and extensive experience within professional service firms.

Our Solution

We engaged with team members and identified four key focus areas:

Developing a consistent project delivery approach
Enhancing client engagement skills
Introducing new consulting models and methodologies
Fostering collaboration and knowledge sharing in a hybrid working environment

Excellence in Client Consulting programme

We designed an online programme focused on project delivery and client engagement skills, utilising:

Our proprietary CONSULT 5-stage delivery process
A customised case study and role-play exercises that reflected real-life client projects and challenges
Intervals between online training modules to apply learning on live projects
Team Lead involvement to support participants and reinforce learning

To maximise learning outcomes, participants accessed our SMART Action Planning guides to develop personal action plans.

Evaluating outcomes

We evaluated the programme’s impact and ROI, through:

Immediate feedback – assessing participant satisfaction, content relevance, and engagement
Long-term impact assessment – evaluating the programme’s long-term effectiveness

Our Impact

A selection of team members attended the programme, achieving the following outcomes:

Adoption of a client-focused approach to their work and interactions
Greater utilisation of client touchpoints to build credibility and advance projects
Application of a consistent and structured delivery approach to drive efficiency and effectiveness
Enhanced client reporting to improve understanding and inspire actionable outcomes

Delivering results and sustainable change

Team Leads observed a significant improvement in client engagement and project delivery within their teams. The programme also served as a catalyst for establishing a consistent project delivery framework across the team, fostering long-term operational excellence.