Transforming Customer Care: Building a Global Community for a Seamless Experience
About the client
A global leader in specialty chemicals, this company has been driving innovation for nearly a century, supplying high-performance ingredients and technologies to some of the world’s most successful brands. With a presence in 38 countries and a dedicated team of experts, it plays a crucial role in advancing pharmaceutical solutions—offering high-purity excipients, cutting-edge lipids, and industry-leading vaccine adjuvants to support drug and vaccine formulation challenges.
Challenge
Overview
In a complex global landscape, ensuring consistency in customer care operations is a challenge. This project aimed to establish a Customer Care global community, aligning local teams and fostering collaboration to create a unified customer experience.
To achieve this, it was mapped and standardized prioritized processes through detailed flowcharts, developing a comprehensive blueprint covering the entire purchase, order, and delivery journey with best practices and improvement recommendations, and structured the Customer Care community with defined principles, purpose, and a framework based on the Community Canvas. Finally, it was designed a roadmap for implementation, ensuring a clear path for adoption and scalability across the organization.
From Insight to Optimization:
Transforming Processes for Greater Efficiency
The process mapping phase went through multiple stages, starting with the delivery of as-is processes to capture the current state. This foundation allowed to iterate and refine the to-be processes, incorporating key improvements and strategic recommendations to enhance efficiency and alignment across teams.
Building the Customer Care Community: A Global Collaboration
The development of the Customer Care Community was guided by four key objectives: defining its identity, enhancing communication and customer relationships, sharing best practices across regions, and elevating the role of Customer Service into true Customer Care.
Structured using the Community Canvas framework, the community’s purpose, principles, and engagement model were carefully defined. To ensure alignment and effectiveness, workshops with teams from over 36 countries were conducted, validating the core pillars and operational structure for a globally unified yet locally adaptable approach to customer experience.
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Community Roadmap
A structured implementation roadmap was developed to ensure the long-term success and evolution of the Customer Care Community. This roadmap is built around three key horizons:
This phased approach provides a clear path for the community’s growth, impact, and long-term sustainability within the organization.