Global Centralization

Business Operations & Strategy

Client: Multinational Tech Company

Challenge

Our client required global centralization of processes to address rogue procedures and non-compliance in case management. An audit of the entire ecosystem was necessary to understand differences in how cases were processed and to determine legal and cultural localization requirements. Processes lacked proper documentation, leading to stakeholders being unaware of the compliance process and resulting in inefficiencies and training gaps.

Solution

As part of our Managed Service, we collaborated with approximately 130 countries globally to ascertain legal and cultural requirements. Following the definition of these requirements, we worked with local stakeholders, including legal, compliance, and finance, to standardize processes where feasible. Furthermore, we designed and implemented Operations Manuals and work-back schedules. Upon completion of centralization, our team commenced processing cases through the custom CRM system from initiation to closure.

Our team participated in the core group responsible for transitioning the program from an outdated system to the current CRM platform via an agile release methodology. We continue to maintain Operations Manuals and conduct regular business review meetings with stakeholders to drive process innovation and ensure stakeholder satisfaction. During the agile release, we collaborated with engineering on enhancements and testing within UAT, all meticulously documented in Azure DevOps.