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Global ERP S4/HANA Transformation — Customer Service Strategy

Transforming complexity into customer clarity.

A global coatings company needed to align customer service operations during a complex ERP rollout that exposed major process and visibility gaps.

  • $2M productivity gain within 6 months
  • +18% process-visibility improvement
  • Enterprise-wide service model standardized globally
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Featured Case Studies — Proven Methods Behind Today’s CX™ and KIMS™

Each transformation below reflects the practical foundations of what are now Kaleidoscope’s formal CX™ and KIMS™ methodologies — tested in real organizations, refined through measurable success, and later systemized into our current practice model.

Optimizing Supply Chain Networks to Unlock $130M in Value

Turning complexity into clarity.

A global medical device company sought to rebalance production and sourcing networks to improve cost efficiency, asset utilization, and customer service across multiple regions.

  • 17.2% operating-margin improvement across 3 years
  • $130M total savings achieved
  • Strengthened supplier reliability and service performance
Read Case Snapshot

Accelerating Post-Merger Success Within 48 Hours

From transition to transformation.

Following Coty’s acquisition of P&G Beauty Brands, Kaleidoscope was engaged to stabilize global customer operations and manage critical transition service agreements.

  • $5M cost avoidance in phase one
  • 48-hour stabilization of customer operations
  • Recognized by client leadership as “best-in-class” execution
Read Case Snapshot

Streamlining Post-Merger Operations to Boost NPS by 27%

Simplify to scale faster.

A global consumer-goods company engaged Kaleidoscope to unify post-merger service processes and accelerate performance recovery.

  • +27% increase in NPS
  • 6% reduction in churn
  • 20% faster order-to-cash cycle
Read Case Snapshot

Improving Margin Transparency Through Pricing Redesign

Building clarity that drives confidence.

A global coatings manufacturer sought to regain control over pricing governance and profit visibility across diverse product lines.

  • Multi-million-dollar margin uplift
  • Real-time pricing visibility introduced
  • Improved collaboration between sales, finance, and operations
Read Case Snapshot

Delivering $7M Savings Through Lean Value-Chain Improvement

Making operational excellence measurable.

A UK-based medical-device manufacturer wanted to reduce production cost and improve quality across its European operations.

  • $7M cost savings over 3 years
  • +13.6% cumulative cost-efficiency gain
  • +75% first-pass yield improvement
Read Case Snapshot

Creating Forecasting Clarity for a Global Manufacturer

Connecting planning to performance.

A global marine-safety systems provider aimed to strengthen forecasting accuracy and build an integrated S&OP capability.

  • Significant improvement in forecast accuracy
  • Faster, data-driven decision-making cycles
  • Reduced inventory and improved working-capital performance
Read Case Snapshot

“Kaleidoscope’s structured yet adaptable approach gave us clarity on root causes and a roadmap we could execute immediately.”

Global COO, Consumer-Goods Company

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Global ERP S4/HANA Transformation — Customer Service Strategy

Transforming complexity into customer clarity.

A global coatings company needed to align customer service operations during a complex ERP rollout that exposed major process and visibility gaps.

Challenge

Disparate systems and manual workflows created bottlenecks and inconsistent service quality across multiple regions. Leadership lacked unified visibility into customer operations.

Approach

Drawing on the analytical and governance techniques that now form the CX™ framework, Kaleidoscope worked with cross-functional teams to define customer-service standards, map critical touchpoints, and design data-driven dashboards to harmonize decision-making.

Impact

  • $2M productivity gain within 6 months
  • +18% process-visibility improvement
  • Enterprise-wide service model standardized globally

Optimizing Supply Chain Networks to Unlock $130M in Value

Turning complexity into clarity.

A global medical device company sought to rebalance production and sourcing networks to improve cost efficiency, asset utilization, and customer service across multiple regions.

Challenge

The client faced high distribution costs, fragmented supplier relationships, and inefficiencies across regional operations. Their network structure lacked transparency and adaptability to growth and volatility.

Approach

Kaleidoscope applied its integrated customer-experience and operational-excellence practices — the early foundation of today’s CX™ and KIMS™ methods — to assess asset performance, supplier economics, and logistics flows. Through advanced scenario modeling and cross-functional workshops, the team designed a new operating model balancing service levels, cost, and resilience.

Impact

  • 17.2% operating-margin improvement across 3 years
  • $130M total savings achieved
  • Strengthened supplier reliability and service performance

Accelerating Post-Merger Success Within 48 Hours

From transition to transformation.

Following Coty’s acquisition of P&G Beauty Brands, Kaleidoscope was engaged to stabilize global customer operations and manage critical transition service agreements.

Challenge

The integration faced tight deadlines and high complexity, risking service disruption and revenue loss.

Approach

Leveraging agile diagnostic and execution practices — precursors to the current KIMS™ framework — Kaleidoscope deployed a rapid-response integration team within 48 hours. The team streamlined governance, simplified TSAs, and maintained customer continuity during the handover period.

Impact

  • $5M cost avoidance in phase one
  • 48-hour stabilization of customer operations
  • Recognized by client leadership as “best-in-class” execution

Streamlining Post-Merger Operations to Boost NPS by 27%

Simplify to scale faster.

A global consumer-goods company engaged Kaleidoscope to unify post-merger service processes and accelerate performance recovery.

Challenge

Inconsistent regional processes and fragmented data flows led to slow order fulfillment and declining customer satisfaction.

Approach

Using early versions of what evolved into the CX™ and KIMS™ toolsets, Kaleidoscope redesigned end-to-end workflows, embedded new accountability routines, and introduced predictive performance tracking for continuous improvement.

Impact

  • +27% increase in NPS
  • 6% reduction in churn
  • 20% faster order-to-cash cycle

Improving Margin Transparency Through Pricing Redesign

Building clarity that drives confidence.

A global coatings manufacturer sought to regain control over pricing governance and profit visibility across diverse product lines.

Challenge

Inconsistent methodologies caused margin erosion and limited transparency across regions.

Approach

Kaleidoscope integrated commercial analytics and process-excellence disciplines — the practical foundation of today’s CX™ and KIMS™ models — to evaluate pricing drivers, establish governance routines, and align leadership decision-making.

Impact

  • Multi-million-dollar margin uplift
  • Real-time pricing visibility introduced
  • Improved collaboration between sales, finance, and operations

Delivering $7M Savings Through Lean Value-Chain Improvement

Making operational excellence measurable.

A UK-based medical-device manufacturer wanted to reduce production cost and improve quality across its European operations.

Challenge

Low first-pass yield and rising supplier costs were undermining profitability and delivery speed.

Approach

Kaleidoscope performed a full value-chain diagnostic using lean and data-driven practices that later shaped KIMS™. The team redesigned supplier qualification, implemented localized assembly, and optimized performance monitoring for sustained gains.

Impact

  • $7M cost savings over 3 years
  • +13.6% cumulative cost-efficiency gain
  • +75% first-pass yield improvement

Creating Forecasting Clarity for a Global Manufacturer

Connecting planning to performance.

A global marine-safety systems provider aimed to strengthen forecasting accuracy and build an integrated S&OP capability.

Challenge

Fragmented forecasting and weak governance caused frequent stock imbalances and limited agility.

Approach

Kaleidoscope’s Master Black Belt consultants implemented structured planning routines and forecasting models — precursors to today’s KIMS™ planning modules — to synchronize sales, operations, and finance.

Impact

  • Significant improvement in forecast accuracy
  • Faster, data-driven decision-making cycles
  • Reduced inventory and improved working-capital performance