Global customer service and field service operations transformation, unifying platform governance across enterprise sectors.
Sector
Print & digital services
Region
Europe · multi-market
Engagement
22-month programme · 14 markets
Services
The challenge
The client's customer and field service ran on a patchwork of local instances, each with its own processes, data model and SLAs. Reporting was reconciled by hand, dispatch was reactive, and every market optimised for itself - leaving the group blind to where value actually leaked. The mandate was not another tool, but a single way of working the whole organisation could stand behind.
The approach
01
We set a single platform governance model before touching configuration - clear ownership, a shared data dictionary, and a change board empowered to say no. Standardisation earned its place case by case, never imposed for its own sake.
02
Dispatch, parts and knowledge were rebuilt around the person in front of the customer. Intelligent routing replaced manual assignment; first-time-fix became the metric everything else served.
03
Each market went live with a local team already able to run it. Knowledge transfer was embedded in the rollout - not a hand-over event at the end - so autonomy compounded with every wave.
The outcome
The client moved from fourteen local operations to one governed service platform without a big-bang cutover. Field productivity and resolution speed rose in every market, reporting became a single source of truth, and each region kept the capability in-house - the programme handed back a running operation, not a dependency.
“empakt didn't sell us a platform. They left us with an operation we actually own - and the people to run it.”