First, we did a thorough as-is analysis amongst the main drivers of Customer Services: CS processes, KPIs, Touchpoints & Channels, Engagement and Strategy. Together with the management team we created a new and common strategy globally to be ready for future growth and expansion to new regions. We mapped and improved CS business processes. We launched strategic pilots across the globe to jump-start implementation of the strategy and improved processes. For these, we designed, onboarded and coached local and cross functional teams to quickly and flexibly demonstrate the new business value based on customer feedback, while defining requirements for scaling the organization, tech and data.

Second, we built new data and analytics tools and created new dashboards to be able to have fact-based visibility on performance. Technology was merged across different regions to pave the way for standardization and scaling.

Finally, we defined the scale-up plan, and determined the required funding, team set up and time investment. We also hired the team on the ground for MABI to run the show themselves.