The client started a project “Optimisation of the pan-European Services & Support Strategy” with the overall aim of transforming the client’s service organisation into a word-class leader in its industry. This future service model resulted in several initiatives that will improve client’s European services business, prioritised in multiple improvement ‘waves’.
A pan-european centralized service strategy requires a complex transformation programme, with several cultural differences in the different roll-out countries. This requires a transformation of the service organization and the built up of several high-end capabilities to support the service organization with. Next to that the roll-out of the centralized service capabilities towards the countries should be assessed on readiness and engagement level.
Deloitte helped to build up the capabilities of the centralized service program with the client such as CRM, Mobile, Knowledge Management, Partner management, Remote intelligence, etc. Deloitte also assists the client in the global roll-out of the programme towards the countries.
The different capabilities were developed and implemented in several countries. Different waves resulted in significant quality improvements and cost reductions in the service organization across the globe.