Industrial consumer goods customer service excellence
Overview
After-sales excellence is crucial for loyalty in home appliances market and requires platforms efficiently adapting to client needs.
Background
The European division of a global leader in home appliance manufacturing needed to strengthen the delivery throughput and resilience of its internal aftersales and contact center units, supported by a dedicated ICT Salesforce Centre of Excellence (CoE). The Salesforce CoE continually faces challenges in overseeing implementation, testing, release, and technical governance activities, while maintaining an integrated accountability.
Challenge
Definition of an effective delivery model in a multi-country landscape, enabling the Salesforce CoE to collect and deliver all change requests, while ensuring alignment with the ICT release calendar and adherence to architectural quality standards.
Approach
BIP adopted a blended approach, integrating the client’s methodologies with 3 established frameworks. The Kanban is used to visually track activities and maintain a shared backlog through a board. The SCRUM contributes to define artifacts and ceremonies such as Product Backlog, while emphasizing the principle of transparency. Finally, Waterfall is applied to meet client standard requirements for solution documentation and release management.
Results
Results Achieved
Over 16 months, BIP has successfully completed over 130 change requests from across Europe, managing the entire lifecycle (analysis, development, testing, deployment, release-architectural governance). The operating model designed by BIP has now been adopted as the standard for all other delivery factories within the client’s ICT organization.
100+
Change Requests performed in 2025
50+
Salesforce Releases in 2025