De-regulation and emerging technologies created new, internet business channels with expanded marketing and product and service options; introducing new, non-traditional competitors, over-capacity, increased market threat, and significant financial risk.

Better informed commercial customers now had higher expectations, and greater diversity of needs; with less loyalty and low switching costs to other providers.

SaskCentral journey:

• Year 1: Set strategic focus on innovation and engaged with their customers and employees
• Year 2: Re-organized by customer segmentation.
• Year 3 and 4: Streamlined product and service options to play to their strengths. Began quarterly semi-structured interviews with senior management to assess innovation roadmap initiatives and progress, making modifications as required.

After a five-year journey and using the InnovationOne Health Index and the Four-Year Roadmap SaskCentral improved its innovation scores from 61 to 78 and achieved its highest operating margins ever!