Case Studies
Global Customer Support Consultancy
We believe that a healthy business is not imperative to new and heavy investments; instead, proper processes, and professional customer support services pave the way to a healthy business.
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Eagle Way fills the gap by facilitating business transformations and the the implementation of change initiatives in Customer Support business units.
01.
Change Initiatives
Management
Client: CLEANSOL
Industry: Manufacturing
Provides water base cleaning solutions to its customers.
Location: Global organization with its HQ based in Belgium
Business unit: Customer Service
Team size: 45 agents. Excluding management & Support teams.
Head of Customer Care: Steve
Challenge: Too many started change initiatives which are difficult to track and seem to never end. Most of them are stopped half way through without any result. The teams are tired and fed up of the constant solicitation to participate in workshops that never delivers any results.
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Get inspired by a few examples of the challenges met by some of our clients.
The company names and logos used are fictional due to confidential reasons.
03.
Digital transformation
Client: CLEANSOL
Industry: Manufacturing
Provides water base cleaning solutions to its customers.
Location: Global organization with its HQ based in Belgium
Business unit: Customer Service
Team size: 45 agents. Excluding management & Support teams.
Head of Customer Care: Steve
Challenge: A negative customer and employee experience due to the lack of the proper technology to support the administrative processes.
04.
SAP consultancy & mentoring
Thanks to our network of experts and partners Eagle Way assists Customer Support Centres and Field Service teams working in an international and multicultural environment during a business transformation.
We cover various industries such as manufacturing, transport, chemical, pharmaceutical, automation...
Our approach focuses on processes and talent development.
Would you like to discuss your next project with us?
What Others Say
Carole facilitates the development of output potential with customer facing teams. She has a pragmatic result driven way of working, transcending the individuals towards the best version of themselves.
I have been inspired by Caroles determination to keep a steady course once the sails have been set, never losing sight of the destination. It has been and will always be a pleasure to work together!
Anniek Van Rijn , Director of Client Relations, LINEAS