EXPERIENTIAL SUMMARY 01
SERVICE DELIVERY
TRANSFORMATION
CLIENT
Global FMCG firm (Europe)
CLIENT SAYS
" Smoothest transformation we've ever seen - zero disruption and better than promised results. "
WHAT
WE DID ?
Set up “self-managing SLA” operations (no client oversight)
Unified delivery across geographies
Parallel transition model (no downtime)
THE
IMPACT
40% cost reduction
99.8% SLA achievement
95% user satisfaction (up from 67%)
Zero unplanned downtime
EXPERIENTIAL SUMMARY 01
SERVICE DELIVERY
TRANSFORMATION
CLIENT
Global FMCG firm (Europe)
THE CHALLENGE
Service quality low (67% satisfaction)
High service desk cost
Needed smooth vendor transition - zero disruption
WHAT
WE DID ?
Set up “self-managing SLA” operations (no client oversight)
Unified delivery across geographies
Parallel transition model (no downtime)
THE IMPACT
40% cost reduction
99.8% SLA achievement
95% user satisfaction (up from 67%)
Zero unplanned downtime
CLIENT SAYS
" Smoothest transformation we've ever seen - zero disruption and better than promised results. "