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A $6B global service and support division faced declining revenues and frustrated regional leaders who felt disconnected from decision-making. The company needed a major organizational overhaul to improve customer service while balancing the competing interests of global and local teams.
We conducted a root-cause analysis and worked with leadership to design a structure that empowered regional decision-making and clarified accountability for customer experience. Key steps included: defining vision and strategy, aligning organizational design with business goals, implementing a governance model, and managing change through communication, training and metrics tracking.
The transformation increased employee satisfaction by 25% and improved customer service delivery. A new governance model enabled faster, more strategic decision-making, allowing executives to focus on growth and market opportunities while continuing to refine operations based on new performance metrics.