The client needed to execute a global strategy to enhance merchant and consumer services, transitioning to a 24/7 “follow-the-sun” service model.

We provided Project & Transformation Management and led the transition to a global service model, ensuring 24/7 coverage with seamless handovers between regions and developed a fit-for-purpose customer segmentation strategy and aligned SLA definitions and operational processes accordingly.  Finally, we took on the role of Business Owner for the implementation of a new Salesforce platform, ensuring alignment with business needs and strategic goals.

We successfully established a globally operational, around-the-clock service department. The new customer segmentation strategy and related SLAs improved service delivery, while the Salesforce implementation streamlined operations and enhanced customer engagement.