The challenge

A loyalty marketing company providing end-to-end strategy and technology solutions across retail, financial services, travel and hospitality, entertainment, and telecommunications experienced rapid growth that outpaced its operating model. Inconsistent processes, limited planning, and rising employee attrition contributed to an increasing number of high-severity incidents, some of which directly impacted clients.

Missed service level agreements became a growing concern as quality and delivery issues intensified. Leadership engaged Adonis Partners to stabilize IT operations, address root causes of quality problems, and prevent further disruptions.

The IT standardization approach

Adonis Partners began with a structured research phase that included interviews and focus groups to assess current practices across development, QA, and delivery teams. Using these insights, consultants developed current-state process maps and clearly identified pain points affecting quality and delivery.

The analysis revealed that quality issues stemmed from inconsistent customizations, fragmented data practices, uneven development standards, and gaps in QA coverage. Adonis compiled a prioritized list of improvement opportunities, including quick wins and estimated benefits, and evaluated how work aligned with the existing talent mix.

Final recommendations focused on three core areas:

• Code Review: Standardizing review practices, establishing KPIs, and aligning skills to complexity
• QA Coverage: Standardizing tools, measuring adoption, increasing automation, establishing KPIs, and applying FMEA to legacy platforms
• Campaign Process Mapping: Identifying gaps where quality issues entered the process and defining KPIs to prevent recurrence

The impact

Through targeted standardization efforts, the organization improved operational quality and reduced delivery disruptions. Clearer processes, defined performance measures, and better alignment between work and talent helped stabilize execution and reduce client-impacting incidents.

With standardized IT practices in place, the company established a stronger foundation to meet service level commitments and scale its capabilities while maintaining quality and reliability.