How iPay Improved Its Exit Valuation With a Better Employee Experience

iPay Technologies
Image Credit: Leonardo.ai

Objective

Enable revenue growth. Privately held iPay was the first online bill payment company to achieve and maintain profitability.

Pivotal Insight
Client, provider, and deposit or motivations are different – and must align.

Essential Change
Build the employee experience before the customer experience.

Valued Outcome
66% sales CAGR from $13M to $58M.
44% subscriber CAGR from 1.0M to 1.8M


Approach

On a six-month timeline, the client supplied three part-time leadership team members and a $150k budget. Storyminers furnished consultants, illustrators, customer and employee experience designers, and writers.

To attract top talent from larger markets and accelerate onboarding while keeping iPay’s small-town feel during rapid growth, our small team conducted internal interviews, completed a competitor analysis, diagrammed the as-is operations, expanded the brand look and feel to interior design and UX/UI, workshoped future-state employee and customer experiences, and provided transition coaching to executives and operating teams. Deliverables included detailed experience designs, including key moments, scripts, and requirements; a leader’s guide to operating their new adaptive enterprise; campaign materials; a roles-and-accountabilities diagram; an updated reason for being; and facilitated orientation sessions for leaders and front-line employees.

We couldn’t have grown profitably and comfortably without Storyminers.”

Storyminers is honored to work with these contributors:

Site Design: 57South
Photography: Cindy Brown, Green Media Works

Chief of Staff: Mikah Calingo

Other Contributors:
Alan Bergstrom, Amanda Setilli, Barbara Deskey, Bob Westrop, Bombich Software, Bryan Beard, Calendly, Cathy Gucker, Chuck Reaves, Cindy Brown, Darcy Bevelacqua, Daniel Wise, Dave Rifkin, David Ing, Dez Thornton, Ecamm, Emeka Rajis, Emmanuel Umoh (in memorium), Greg Rutledge, Hannah Wittenstein, Isaac Wittenstein, Jackie Goldstein, Jakrey Myers, Jason Bernstein, Jon Ferrara, Jørn Nielsen, Julia Michaels, Keith Finger, Kelly Berdine, Kathryn Smith, LevelUp, LeonardoAI, Lois Wittenstein, Lori Erlich, Lou Carbone, MacPaw Software, Marcia Piacentino, Maria Moraes Robinson, Marilena Amorim Ferreira Piva, Mark Michelson, Michael Bowers, Mike Werner, Milt Thomas, OpenAI, Peter Drucker (in memorium), Ray Killebrew, Renee Himel, Saurel Quettan, Simon Robinson, Stefan Osthaus, Stephen Haeckel, Tami Puckett, Thom Milkovic, Tyrae S. Campbell, Valeria Farre (in memorium), Vuthinann (Dan) Hay, Waya Seaparke (in memorium), WPEngine.

Let's get connected.

Charting your next adventure in business will be creative, fun, challenging, and rewarding. I’ll be your guide and advise your teams as they bring ideas to life.

info@storyminers.com

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