Industry: HealthTech (EHR / EMR)
Engagement Type: Founding Experience → Framework Origin for Fractional GCC
Duration: ~2 years

Situation

Before founding Black Panda, our leadership team was embedded in the growth journey of a global healthcare IT company launching a comprehensive EHR/EMR suite.

The company was expanding rapidly — introducing new products and entering new markets — but its execution layer couldn’t keep up with its vision. Distributed teams, inconsistent processes, and limited operational visibility threatened to slow momentum just as the platform was gaining global traction.

To sustain growth and customer delight, the organization needed to design a scalable, data-driven operating model — one that could deliver globally while staying lean.

Complication

As the company scaled, familiar early-stage challenges began to surface:

• Fragmented operations across 15+ locations.
• Limited analytics visibility, resulting in reactive decision-making.
• Customer churn rising as onboarding and support varied by geography.
• Leadership bandwidth stretched thin across time zones.

The business needed more than headcount expansion — it needed an intelligent operating system that could connect product, people, and process into one growth engine.

Our Approach (What We Built Then — What We Refined Now)

1. End-to-End Global Operations Setup

We built the company’s India operations from the ground up, establishing Sales, Data Science, and Customer Experience functions. Each was designed for autonomy but governed by shared data visibility and delivery metrics.

2. Customer Experience Architecture

A unified CX framework was designed — standardizing onboarding, account management, and retention across markets. Playbooks and metrics aligned global teams around a single definition of customer success.

3. Business Intelligence Layer

We implemented BI tools and dashboards linking sales, support, billing, and usage data.

This became the foundation of Black Panda’s “data-first governance” model — where leadership decisions are powered by real-time visibility, not lagging reports.

4. Agile, Distributed Delivery System

We embedded agile delivery cycles across 15+ global teams — accelerating release velocity and cross-functional cohesion while keeping the structure lean.

5. Cultural Integration & Leadership Development

We invested early in middle-management strength, creating alignment between global executives and India operations through embedded leadership programs and weekly OKR governance.

Results & Impact

Metric	Outcome
Revenue Growth	125% increase within 24 months
Operational Efficiency	Demand ↑85%, Supply ↑83%
Customer Retention	Churn reduced to pre-IPO levels
Customer Experience	NPS 51 and CSAT 4.73 / 5 achieved in under one year
Scalability	70+ distributed team members across 15+ locations unified under one playbook

The transformation turned a product-driven startup into a platform-led organization — one where every decision, from sprint planning to customer success, was guided by live data and human-centered design.

The Black Panda Connection

This experience became a cornerstone of the Fractional Global Capability Center (GCC) framework that Black Panda delivers today.

We learned that global scale isn’t about adding offices — it’s about designing intelligent systems that connect teams, data, and decisions in real time.

The playbook we refined there now powers how we help clients scale:

• Data-first operating design
• Governance without bureaucracy
• Customer experience as a growth engine
• Lean global execution models that multiply founder productivity

This is where the Black Panda philosophy — “scale smarter, not louder” — was born.

Strategic Lessons

Insight	What It Means for Today’s Founders
Operational design precedes hiring.	Structure before scale reduces friction and cost.
Data visibility is growth visibility.	Founders need real-time control, not monthly reports.
Customer delight must be systemized.	Consistency across geographies builds defensible growth.
Lean beats large.	Global doesn’t mean bloated — it means intelligently distributed.