A packaging solutions company seeks to scale its operations while preserving its core commitment to a customer-centric approach.

Solution:

Operational Resilience: Shifted from vertical to horizontal team structures, eliminating single points of failure and enhancing cross-functional collaboration
Proactive Ownership: Incentivized teams to transition from a reactive to a proactive approach, fostering accountability and continuous improvement.
Supplier Optimization: Implemented a performance-based alignment system for suppliers and vendors, ensuring consistent service levels for customers.

Operational Efficiency: Reduced quote turnaround time from 5 days to 2 days, accelerating response times and decision-making.
Service Reliability: Enabled distributed ownership, minimizing disruptions and ensuring seamless operations even in the absence of key personnel.
Customer Satisfaction: Enhanced service levels and responsiveness, leading to improved customer satisfaction and retention.

FinTech - B2B Spend Management Platform

Service Efficiency: Implemented priority metrics with customer segmentation and Red-Amber-Green (RAG) grading, improving response times and issue resolution.
Cross-Team Alignment: Enhanced collaboration between customer service, engineering, and business teams, leading to better process tracking and faster issue resolution
Customer Support Optimization: Introduced self-service "how-to" guides, proactive feature updates, and enhanced customer communication, leading to reduced ticket volume and an improved overall customer experience.

Support Efficiency: Reduced average tickets per customer by 45%, minimizing support overhead and improving resolution times.
Operational Performance: Cleared ticket backlog within 3 weeks, achieving 97% SLA adherence for timely issue resolution.
Customer Retention: Enhanced customer satisfaction, leading to a reduction in churn and improved loyalty.