adaQuest: Business Process Optimization and Client Engagement Strategy for Managed Services Growth

As adaQuest, a Microsoft Solutions Partner specializing in Modern Work, Security, and Artificial Intelligence, experienced significant growth, CEO Hiram Machado recognized the need for structured processes to fully capitalize on emerging opportunities. Partnering with OneAccord, adaQuest embarked on a transformative journey to streamline operations and enhance client interactions.

The Challenge

Despite robust growth, adaQuest faced challenges in:

Implementing scalable processes to manage increasing opportunities
Ensuring consistent and high-quality client engagements
Aligning internal teams to operate at full potential

CEO Hiram Machado reflected, “Even though we were growing, I felt that we were not seizing the opportunities the way we should have. We didn’t have the processes in place, and that lack of structure meant we weren’t operating at our full potential.”

Our Approach

OneAccord collaborated with adaQuest to:

Develop and implement structured processes to support scalable growth
Enhance internal communication and alignment across teams
Transform the organizational culture to prioritize both internal efficiency and external client engagement

This partnership aimed to instill a framework that would not only address immediate operational needs but also foster long-term, sustainable growth.

The Outcome

The collaboration yielded significant results:

Increased Client Engagement and Conversion Rates:
adaQuest experienced higher growth rates and deeper client interactions, leading to a 50% year-over-year increase in managed service contracts.
Long-Term Operational Improvements:
The processes and structures implemented continued to generate positive outcomes, with lasting impacts on the company’s operations.
Enhanced Internal Communication and Alignment:
The team developed a common language, improving expectations and collaborative execution of plans.

From the Client

“OneAccord was really helpful in getting structure in place and building on the experience we already had. We started seeing a higher rate of growth, higher engagement with clients, and deeper, more meaningful interactions.”

— Hiram Machado, CEO, adaQuest

Why This Case Matters

adaQuest’s experience illustrates the critical role of structured processes and cultural transformation in managing rapid growth. By focusing on internal alignment and client engagement, companies can effectively scale operations and achieve sustained success.