Global Customer Service Overhaul
Customer Service should not be treated as a necessary cost. It’s a retention engine and trust builder. By unifying global operations and linking service to renewals, we turned support into a growth channel. The key insight: consistency breeds trust, and trust drives revenue.
The Challenge
The company’s support function was ad hoc, regionally inconsistent, and heavily reliant on individual knowledge rather than unified systems. Global clients received vastly different service experiences depending on location, and no central visibility existed into open tickets, renewals, or customer history. Leadership viewed the department primarily as a cost center, reactive and separate from strategic growth.
The Solution
Initiated a bottom-up redesign, starting by assessing service delivery methods in each region. Discovered disparate tools, manual processes, and inconsistent ownership of customer records. Made the case to the CEO to unify systems and centralize global processes.
Rolled out Salesforce and Zendesk across all five regions, designing processes so each service site could support one another. Built an integrated knowledge base, standardized onboarding and scheduling flows, and implemented clear metrics like CSAT, time-to-resolution, and renewal triggers.
Over time, evolved the department from a firefighting function into a strategic revenue lever. Service began proactively tracking warranty expirations and contracts due for renewal, flagging opportunities to Sales. Coordinated global scheduling ensured 24/7 support coverage while sharing workload more effectively.
The Impact