Problem

Worldwide services Co. Ltd was struggling with the changes brought by the
internet on its international distribution model. More and more sales were
going over the internet allowing  product standardisation and reducing
demand for local support.   Historically, the localisation strategy had driven  
company success, now with productivity  falling and a forest of local systems
and processes restraining a global service offering, competitors were gaining
a clear product and service cost advantage.
CASE STUDY:  Global Services Delivery
Approach

The company knew it had to find a new balance between local and central
but needed support to determine the right strategy and to redesign systems
and processes.  The Revidio approach entailed a strategy review of  service
options and objectives followed by an 'as-is' efficiency and effectiveness
diagnosis of processes in  each international market.   The redesign phase
distilled best practices and service variations with a set of strategic guidelines
for service delivery.  The final phase entailed transformation project high-level
design and project support for the  implementation
Results

The adoption of Revidio's recommendations for a restructuring of delivery
between local, regional and international centres  increased revenues  from
services, improved service quality and reduced cost-to-serve by 25%.   
Customer satisfaction  improved and the company's cost and service
disadvantage was removed.
Benefits

Local IT and business
practices were a major
impediment to change.  
Standardising systems
required standardisation of
processes and
organisation.  Clever design
of systems allowed
localisation of standard
processes and for future
service adaptability.  
Worldwide call centres and
e-selfservice standardised
delivery