Integration of Acquired or Re-organized Functions

Engagements

Client: IBM
Challenge: Three different customer service operations were being merged into one. Various systems, procedures and personnel needed to be integrated within 3 months in order to meet the anticipated savings / performance targets.

Solution: We mapped the various customer service processes and facilitated cross functional planning sessions to determine the optimal merged flow of information. Based upon our process work the organizational structure was re-aligned to give enhanced control to process owners. Within 3 months the combined organization was handling the combined workload with 30% less headcount and customer satisfaction levels were not affected.

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