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CLIENT CASE – Optimizing customer promise and service strategy
Discover how OPM Conseil helped an industrial company improve its customer service strategy, optimize its service levels, and enhance client experience: approach, results, and benefits
A company’s customer service strategy defines how it delivers value to its clients, including a clear and measurable customer promise. This promise—such as delivery lead times or customer support availability—serves as a commitment to meet client expectations. A well-defined promise helps balance operational efficiency with customer satisfaction, ensuring a competitive edge in service delivery
Why rethink your customer support model?
Context and challenges of a B2B manufacturer
An industrial company in the plastics sector was struggling with its customer relationship processes. Its support team was overwhelmed, and response times were inconsistent. To improve client satisfaction and streamline operations, the company sought to redefine its service levels and restructure its customer service organization
Project objectives: Strengthen customer experience through service strategy
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Improve customer support workflows
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Ensure consistent and reliable response times
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Optimize operating costs of customer service
Our approach: Building a scalable customer service model
General approach
6 weeks
Key actions
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Data analysis: customer flows, seasonality, and segmentation
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Collaboration with sales teams to align with market expectations
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IT system review and specification of minor developments
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Benchmarking current practices and competitive standards
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Prioritization of service offerings (short, medium, long term)
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Economic modeling and detailed implementation roadmap
Results achieved
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Reduced customer service operating costs
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Strategic revision of the customer promise, tailored by client type and flow:
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Market-based client segmentation
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Specialized handling of requests (order intake, claims)
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Alignment of logistics and production with the new service model
Looking to improve your customer service strategy?
Contact OPM Conseil
Let’s explore how we can help you define a clear customer promise, optimize your service levels, and enhance your customer experience.
We support companies across all sectors in transforming their customer relationship management and service delivery strategies