Strategic Project - Global ERP S4/Hana Transformation - Customer Service Strategy

The company

Global multi-billion USD corporation that specializing in coatings in a wide variety of industrial applications, materials and sectors, including automotive paints. The company develops and manufactures coatings for light and commercial vehicles, industrial, and refinish applications. The firm does business in 130 countries, has nearly 13,000 employees, and has more than 100,000 customers.

The company has many disparate systems and execute manual, non – standard processes, resulting in limited performance visibility across some its sites and organization.

the challenge

Transform the business to a single global instance of ERP (SAP S/4), which would meet business requirements with configurations.

To develop a customer service strategy that would meet the requirements of the Global Business Design.


Kaleidoscope was engaged as an extension to the commercial C-suite, to :

 – Verify/identify additional value realization opportunities to the business case

 – To develop the customer service strategy, e-commerce and pricing strategy

 – Lead transformation with Global Business Process Ownership for all Order To Cash, E-commerce and Pricing Strategies through the deployment to all regions.

Too broad to cover all, focus here will be to describe the development of the Customer Service Operating Model, which is a specialism of Kaleidoscope.

Defined the customer service objectives , by working closely with the customer to clearly define the objectives and goals of the customer service operations.

The goals were determined as improving customer satisfaction, enhancing service quality and productivity.

Understood the customer needs, expectations and pain points. Leveraged data from customer interactions to identify common issues and areas for improvement.

Facilitated sessions with the customer service teams, supply chain and commercial business team members to define the service levels that we aimed to provide.

These were aligned with customer expectations and capabilities of the company.

the results/benefits

Identified additional $2MM productivity benefits  savings

Customer Service Operating Model was designed, approved by the Management board applying the Kaleidoscope Methodology.

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