Service Offering
Service & Support Ops
Exceptional service and support operations transform cost centers into profit drivers by increasing customer retention, improving renewals, and strengthening cross-sell opportunities—directly impacting top- and bottom-line performance. Partner with Catalant to:
APPROACH
A Proven, Integrated Approach to Unlocking Service Excellence
01
Collect customer insights
Aggregate data across all customer journey touchpoints. Apply advanced analytics and industry benchmarking to identify performance gaps and opportunities specific to your market segment.
02
Assess current state
Conduct a holistic diagnostic of operations examining customer needs, organizational design, and team behaviors. Identify high-impact improvement opportunities through data-driven analysis of performance metrics and process effectiveness.
03
Align stakeholder priorities
Review findings with cross-functional stakeholders across the customer journey. Utilize facilitation techniques specifically designed for service organizations to overcome silos and build consensus.
04
Design tailored solutions
Collaborate to create practical improvements aligned with strategic goals. Develop industry-specific solutions, balancing customer experience excellence with operational efficiency for sustainable performance.
05
Execute with measurable outcomes
Implement improvements in phases, tracking progress against key metrics. Iteratively return to prioritized opportunities, applying learnings from initial waves to continuously enhance service across the entire customer journey.
Solution Spotlight: Catalant Forward Deployed Experts™
Service Operations Built to Scale with AI
Pair service operations expertise with AI fluency to build AI-powered support systems that scale without sacrificing customer experience.
WINNING TOGETHER
Service & Support Ops Use Cases
Problem
A large financial services company faced increasing customer demand and sought to improve both the customer experience and operational efficiency in its service delivery model.
Action
Consultants conducted a thorough diagnostic assessment to evaluate current operations. This evaluation revealed opportunities to realign the organization, rebuild performance management systems, and implement new technologies to streamline processes. A 16-week pilot program was developed and executed to test and refine these targeted improvements.
Results
The comprehensive transformation, impacting the entire function of approximately 300 team members, delivered:
- 20% improvement in productivity within six months
- Significant customer experience improvements
- Complete organizational realignment to better serve customer needs
Established T2 Technical Support
A software division experienced growing customer escalations that disrupted product releases and diminished satisfaction. After evaluating support tickets, processes, and tools, the consultant established a dedicated technical support team and implemented a unified ticketing system across product and IT teams. This intervention achieved 99.9% SLA compliance, reduced engineering time on support by 13%, and eliminated 30-40% of configuration-related tickets through dedicated implementation teams.
Global Business Services Transformation
A major multinational corporation needed to transform its global business services function and enterprise services team. With a goal to evolve the team to meet the future needs of the business, it needed support in designing a reorganized team, setting up SLAs, modeling KPIs, establishing governance, and leading the implementation, global roll-out, and leadership transition.
featured experts
Service & Support Ops Consultants
Natalie Hanson
Catalant consultant
Ex-SAP and former management consultant; B2B SaaS CX leader
Jorge Caraballo
Catalant consultant
Ex-McKinsey, Stripe, Allstate, The Coca-Cola Company
Natalie Hanson
Ex-SAP and former management consultant; B2B SaaS CX leader
Transforms customer experience and operational efficiency across the B2B SaaS lifecycle with human-centered design principles. Elevates service delivery from product innovation to post-sales support, driving measurable top and bottom-line impact.
Jorge Caraballo
Ex-McKinsey, Stripe, Allstate, The Coca-Cola Company
Creates meaningful enterprise value through pragmatic, actionable operations improvements that deliver measurable results. Experienced in developing and implementing strategies across financial services, consumer goods, technology, and logistics sectors.
Rishi Wahi
Ex-Deloitte, KPMG, and CVS Health global service operations transformation leader
25+ years designing operating models and shared services across private equity and multiple industries. Drives EBITDA improvement through Global Capability Centers, offshoring strategies, and M&A integration that delivers measurable outcomes and unlocks enterprise value.
Denis Grishin
Ex-Accenture, Capgemini, and Danone managing director
Delivered $100M+ in operational value through service delivery optimization and process centralization. Improves customer satisfaction and lifecycle value growth by aligning sales, delivery, and customer success operations with modern technologies and analytics.
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