Customer Service

Go-to-market transformation through Kaizen

Challenge

The Sales Sector in a Multinational Company has altered its go-to-market strategy and needed to level Customer Service’s familiarity with the new model, more strategic, efficient, and that could bring the team to overcome the customer attendance expectations. The consulting planned jointly with the Customer Service’s leader a Kaizen event to outline the organization in a model that would be accepted by the team – a more efficient one than the one they already had and that could be dispatched.

Solution

We have aligned the view of the organization’s future and the reason the Customer Service team is critical in this strategic shift. We work in a manner to gather the strength of each member of the team and actively listen to their ideas to outline in collaboration a new executive approach. Human Resources had a key role in this event. The data business harvesting and analysis step was important to evaluate the attendance efficiency from different perspectives and served as a comparison parameter for the transformation results.

Result

The importance of conducting a strategic transformation transparently, counting on the experience and collaboration of all team members, has made the leader and team members feel familiar with the new outline and the complex process changes to be enforced within 90 days. Method and tools had an important role in the co-creation of the new executive model, making it more efficient and focusing on overcoming the attendance of internal and external clients. The company’s general manager, head of financial affairs, human resources, and main sales stakeholders took part in the final Kaizen presentation, gave relevant feedback to the Customer Service team, and congratulated them on the new executive model.