Case Study

New Customer Services Operation

Objective
Implement a new Customer Services Operation UK

Key Challenges

Fragmented Customer Services Organisation
Supply Chain fragmentation
Multiple Customer Service Sites
Inconsistent roles and lack of strategic direction
Customer Services strategy not aligned to the business strategy
Lack of harmonization in business practice across customer services functions
Poor Customer Services system support
Linking UK Customer Services Operation to a European model
Inconsistent performance against key metrics
High levels of manual processes
Resource Management
Accountability of recognised customer service functions residing in other parts of the business

Outcomes

New Customer Services Structure Created
Roles streamlined to ensure consistency
Resource Management to ensure increased effectiveness and productivity
New location identified and move implemented successfully
New position created and reporting line transferred from distribution to the business
Stakeholder management to align Customer Services to the business
Supply Chain integration to meet customer needs
Customer Services operating plan
New System solution developed and introduced
Business practice harmonized
Successful transfer and closure of site to integrate Customer Services activities
UK model used as blue print for other European markets
Transfer of role function from other departments into newly formed Customer Services Business Support team
Improvement in Customer Service performance
Development of the Centre of Excellence a European hub for Customer Service excellence

New Distribution Strategy

Objective
Implement a new Distribution Strategy.

Key Challenges

Outcomes