Scaling a product sounds exciting—it’s the stage every startup dreams about. But without a solid foundation, scaling can amplify every flaw, turning small cracks into structural failures. We recently worked with a company called ManoTech that wanted to scale their Telehealth device. The product was built, a contract was signed, and the company was ready to grow.
But there was one problem—they only had one customer. And that relationship was on the verge of collapse.
Digging Into the Root of the Problem
ManoTech’s only customer, Ablehealth, was disappointed. Utilization was low, support was shaky, and there were serious performance issues. Staff were skeptical, and management was considering ending the contract.
When our Program Management team got involved, we went straight to the source—Ablehealth’s sites—to understand what was going wrong. Here’s what we found:
1. Device Failure in the Field
Over 50% of video calls were failing to connect. Only 80 of the 400+ installed units were online at any time.
2. Poor Installation Practices
Untrained contractors were installing devices incorrectly:
- Chargers were placed improperly, causing power overloads.
- HDMI splitters—needed due to a known compatibility flaw—were omitted.
- Devices were connected to the wrong TV input, confusing patients.
- Patients weren’t being trained, leaving them frustrated and disinterested.
Turning the Ship Around
We began by replacing part-time contractors with a single, fully trained, full-time installer. This installer not only performed high-quality installations but also became the face of ManoTech at the customer sites.
We then:
- Recalled unaccounted devices
- Audited existing installations
- Reassigned or repaired malfunctioning units
Most importantly, we reengaged with Ablehealth on their terms. Our team made weekly visits across their four sites, offering in-person training and real-time support. We didn’t just deliver a product—we delivered presence.
What Changed
The impact was immediate:
- Installations reached a new standard of quality
- Ablehealth staff began using the product and saw its value
- ManoTech’s dev team addressed key technical bugs and began working on improved hardware
- Ablehealth management saw renewed potential and pushed for internal adoption
From Risk to Readiness
By re-centering around the customer, ManoTech transformed their position. They went from nearly losing their only client to having a stable, scalable base. The program was no longer about saving a contract—it was about setting up for real growth.
Final Thoughts
Scaling doesn’t start with selling to the next 100 customers. It starts with making the first one successful. If your product doesn’t work in the real world, it won’t matter how good your pitch deck is.
Program Management at its core is about alignment—between product, process, and people. When those align, scale becomes not just possible, but sustainable.
