Client€7B Global Food and Beverage Company
SprintAn 8-10 week sprint
Fieldwork3 process maps · 9 stakeholder interviews
“SprintlyWorks helped us clarify our customer service setup and define a more practical operating model”
Customer Experience
Optimizing Customer Service Processes for the client
The client, 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.
30%
less time spent on issue resolution. Clarified responsibilities and reduced manual investigation through better process ownership and communication flow.
20%
efficiency gain potential identified by role reallocation. Balanced workloads across teams by optimizing product coverage and improving flexibility in task sharing.
50%
fewer SAP-related delays, potential identified. Enabled faster order handling and fewer disruptions via peer-led SAP training and system usage improvements.
A note on sourcing. Every figure here comes from a SprintlyWorks client engagement. Clients are described, never named. Where a figure is identified or modelled rather than banked, the line says so.
01
The problem
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, the client risked rising operational costs, delayed deliveries, and low customer satisfaction.
02
What the sprint set out to do
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
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