Client Overview:
A leading global hospitality brand with operations across multiple continents, serving millions of customers annually through its multilingual contact centers.
Challenge
The client set out to modernize their global contact center operations by implementing Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions. The goal was to enhance customer experience, streamline communication, and enable greater flexibility across global teams.
However, when the client engaged us, the project was already several months behind schedule.
At the heart of the issue was a misalignment between the client and the technology provider. The provider had supplied a high volume of documentation and requirements without clear explanation or structure. Instead of offering consultative support, they assumed the client could interpret and fulfill all technical requirements on their own.
The client’s internal team, while knowledgeable in hospitality operations, lacked experience in managing large-scale, technology-driven transformations. The absence of a structured approach and inadequate communication had stalled progress and created confusion across business units and geographies.
Approach
We were brought in to untangle the complexity and deliver the project successfully and on time. Our approach focused on clarity, structure, and execution.
- Requirements Breakdown and Ownership Mapping
The software provider had delivered dense, generalized requirements documents that overwhelmed the internal team. We broke down these documents into digestible tasks, translated the technical language into business terms, and assigned specific parts to the appropriate internal subject matter experts. This ensured that each team knew what was being asked and how to respond effectively. - Structured Client Guidance and Coordination
We implemented a regular cadence of working sessions, checkpoints, and milestone tracking. Our team facilitated cross-functional alignment between IT, operations, customer support, and regional leads. We served as the intermediary between the client and the technology provider, ensuring nothing was lost in translation; and the client was getting what they both need and asked for. - Process Reengineering
Rather than simply migrating existing workflows into the new platform, we led a process reengineering initiative. We evaluated the client’s current process and call flows, pain points, and regional variations, and built optimized workflows that leveraged the new platform’s features. This included scripting logic, escalation paths, self-service capabilities, and performance monitoring, designed for both efficiency and scalability. - Change Management
Recognizing that the platform change would affect internal teams and customer-facing interactions, we deployed a comprehensive change management strategy. We supported:
- Internal readiness through training and enablement
- External readiness by preparing teams in various regions for operational shifts
- Communication plans that articulated the “why,” “what,” and “how” of the transformation
- Documentation and Process Mapping
We documented existing processes that had previously only existed as “tribal knowledge.” As the global nature of the business required consideration of regional differences, we ensured all regional-specific routing, compliance, and support needs were fully mapped and integrated into the new platform design.
Results
✅ On-Time Delivery
Despite entering the project already two months behind, we realigned the stakeholders, restructured the implementation plan, and brought the project back on track. The go-live occurred on schedule, with zero critical issues at launch.
✅ Process Improvement and Visibility
Through our process reengineering work, we uncovered and addressed long-standing inefficiencies, including:
- Redundant manual workarounds
- Unclear escalation paths
- Inconsistent service levels across regions
By standardizing these processes, we significantly reduced handling times and increased consistency in customer support delivery.
✅ Security and Risk Mitigation
Several manual workarounds, especially related to call routing and agent handling, posed potential data security and compliance risks. These were flagged, redesigned, and eliminated as part of the implementation, resulting in a more secure and compliant environment.
✅ Future Prioritization Framework
The transformation clarified broader operational gaps and areas for continuous improvement. We helped the client create a roadmap of future priorities, including additional feature rollouts, agent performance optimization, and deeper integrations with customer-facing systems.
✅ Client Empowerment and Transformation Maturity
Throughout the engagement, we empowered the client’s team with tools, documentation, and knowledge. The client not only received a functioning, scalable communications platform but also developed the internal capacity to manage similar transformations in the future with confidence.
Key Wins
Win #1: On-Time Delivery Despite Delays
We recovered a significantly delayed project and delivered it on time, demonstrating our ability to rapidly assess, re-align, and execute under pressure.
Win #2: Elevated Security and Operational Efficiency
Our proactive approach uncovered hidden risks and process inefficiencies, leading to a more secure, efficient, and future-ready operation.
Conclusion
This project demonstrates that digital transformation is not just a technology challenge, it’s an operational and organizational one. By combining structured guidance, cross-functional alignment, and a deep understanding of global complexity, we helped a global hospitality leader transform their contact center into a strategic asset that improves both internal efficiency and the guest experience.
Their journey started with misalignment and confusion, and ended with empowerment, clarity, and operational excellence.
