Consumer Goods Industry, Strategy & Business Development
Optimizing Customer Service Processes for FoodCo
Problem Statement
FoodCo, a leading Nordic food manufacturer, aimed to improve its customer service operations alongside with growing complexity in order handling and increased workload variability across teams.
However, its service organization lacked clear role definitions, consistent team structure, and efficient tools to manage issues like missing prices, inventory discrepancies, and out-of-stock cases. Fragmented communication across departments and limited SAP usage further slowed down resolution times.
Without a standardized structure and streamlined responsibilities, FoodCo risked rising operational costs, delayed deliveries, and low customer satisfaction.
Key Objectives
Redesign team structure to balance expertise, workload, and location flexibility
Clarify in-scope responsibilities to reduce issue resolution time and rework
Identify operational inefficiencies and recommend improvements in systems and communication
Delivered Values
30%
less time spent on issue resolution. Clarified responsibilities and reduced manual investigation through better process ownership and communication flow.
20%
efficiency gain by role reallocation. Balanced workloads across teams by optimizing product coverage and improving flexibility in task sharing.
50%
fewer SAP-related delays. Enabled faster order handling and fewer disruptions via peer-led SAP training and system usage improvements.
To view the full case study with detailed approach and results, click to download!
"SprintlyWorks quickly uncovered root causes and delivered actionable improvements."
Download case study here:
More Case Studies
Have a similar requirement?
Contact us today to learn more about on-demand workforce and accelerate development on your most pivotal projects!
Quick Reads for Big Impact
Featured Case Studies
Quick Reads for Big Impact
Accelerating Success for Enterprises in 20+ Geographies
Launch Your Sprint with