Preparing the company for new ways of working

“How can we get ready to adapt customer touchpoints to local conditions across 35 countries so we can drive more sales and customer satisfaction?”

Project owner

Strategy Team

Company

Series A startup

19 teams

300 employees

20 customer touchpoints

Markets

Europe: 17 countries

Middle East: 4 countries

Asia: 11 countries

Americas: 3 countries

Constraints

We want to start with minimal adaptation (i.e. translation only), but most of our customer touchpoints have multimedia content that can’t be just translated.

Every team is worried that localisation will be too difficult.

Our content processes are not well defined and heavily depend on third parties.

Teams have a lot of autonomy, so top-down, centralised approaches won’t work.

Deliverables

Strategy development
Process design
Change management
Supplier sourcing
(language services and technology)

Results

International strategy spanning all business functions, jointly owned and continuously optimised by all teams

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