Client Context

A corporate connectivity client was preparing to launch a new service that depended on the timely delivery of a dedicated network connection. The delivery was considered business-critical, with contractual dependencies tied to the agreed go-live date.

Late in the delivery cycle, internal technical teams identified infrastructure constraints that made it impossible to deliver the full solution by the original deadline without risking service instability.

The Challenge

The organisation faced a high-risk situation:

• Customer expectations were already set and communicated

• Technical constraints threatened delivery timelines

• There was a risk of escalation, loss of trust, and potential commercial impact

• Internal teams had competing priorities and concerns around quality vs speed

A solution was needed that balanced customer needs, technical integrity, and delivery risk.

ClearPath’s Approach

ClearPath applied a conflict-resolution and delivery optimisation approach, focusing on transparency, stakeholder alignment, and practical compromise.

1. Technical & Risk Assessment

• Engaged directly with technical teams to fully understand delivery constraints

• Assessed risks associated with accelerated delivery versus phased implementation

• Prioritised service stability and long-term reliability

2. Phased Delivery Design

• Designed a two-phase implementation model:

  • Phase 1: Deliver a limited but functional service by the original go-live date

  • Phase 2: Complete full implementation once infrastructure constraints were resolved

• Ensured minimal disruption between phases

3. Stakeholder Alignment & Communication

• Coordinated clear, consistent communication across internal teams

• Proactively engaged the customer to explain constraints and revised delivery approach

• Set realistic expectations while maintaining trust and transparency

4. Delivery Coordination

• Managed revised timelines, dependencies, and milestones

• Ensured ownership and accountability across teams

• Monitored progress closely to prevent further slippage

Results Achieved

• Partial service delivered on the original agreed date, enabling the client to proceed with their internal launch

• Full service delivered the following week without additional disruption

• Escalation avoided, preserving the customer relationship

• Positive customer feedback received for transparency and proactive problem-solving

• The phased delivery model was later reused for other constrained deliveries

Impact

This approach transformed a potential delivery failure into a controlled, customer-centric outcome. By balancing technical realities with customer needs, the organisation protected service quality while maintaining trust and credibility.

Key Takeaway

Proactive communication and flexible delivery models can turn high-risk situations into successful outcomes.