The client’s Consumer Service organization had historically been structured on a country-by-country basis. This resulted in duplicated effort and inefficiencies across the individual markets. To improve both customer satisfaction and operational efficiency, the project pursued two key objectives: first, to establish a European Consumer Service organization that would provide shared services to the national teams; and second, to create a central unit capable of developing and delivering automation and digitalization initiatives for Consumer Service across all countries.
The project began with a comprehensive analysis of the existing service structures across 31 countries. This included a systematic assessment of differences between national organizations as well as the wide variety of customer support requests. Based on the identified gaps, the scope, service portfolio, and core capabilities of the new European organization were defined. In parallel, the future organizational structure and transformation roadmap for the European Consumer Service organization were developed, including the integration of the largest regional unit, DACH.
The result was a newly established European Consumer Service organization that serves as the connecting link between global and local operations. It enables shared services, automation initiatives, and digital transformation programs to be developed centrally and deployed efficiently across Europe, while continuing to support the specific needs of each local market.
The new organizational model makes a direct contribution to continuously improving customer satisfaction while providing a change-resilient foundation for the ongoing development of Consumer Service across Europe, with clear organizational structures, strong strategic alignment, and effective operational execution.
