Manufacturing Global Leader

Modernizing a service delivery model through a multi-phase pilot to drive digital innovation

Food worker uses a digital service for equipment help on a mobile device

The challenge

Design scalable solutions to improve and expedite the service experience for internal service reps and external customers.

Customers weren’t fully adopting the digital service request model; instead, they relied on 1-800 call centers and manual dispatches. The global manufacturer needed to identify barriers to digital self-service tools, improve its usage, and preserve the brand reputation for personal service.

What we did

  • Conducted discovery into current processes and the customer journey
  • Developed a roadmap targeting quick wins and long-term transformation
  • Secured alignment from stakeholders, set up clear communication channels, and emphasized transparency about the project value
  • Integrated change enablement and product adoption
  • Delivered a comprehensive service model pilot with scalable solutions

“Clockwork came at this holistically. They didn’t just address technology or process—they connected everything, focusing on the people who drive change. That was critical.”

Client Stakeholder

Closeup of a person wearing an apron and accessing product customer service support on a mobile device.
Closeup of a person wearing chef attire and accessing product customer service support on a mobile device.

Outcomes

This work reduced on-site service requests by 20% in pilot areas and improved length of service visits, demonstrating more value-added work. It also resulted in increased efficiency and faster issue resolution. As a client stakeholder shared, “Clockwork’s ability to deliver tangible solutions and connect strategy to execution made all the difference. Their holistic approach and focus on outcomes created lasting value for our organization.”

How we did it

A Kanban style diagram maps out the customer service experience for the clients service model design. The diagram shows the stages of the experience and a process flowchart.
Mobile device is placed on a wooden work top next to a cutting board and knife with fresh cut herbs. The screen displays the customer experience for product information and support for a dishmachine.
The images shows a digital whiteboard with post its organized into swimlanes illustrating the Beta Launch Approach for a service model transformation
Diagram illustrating the various channels and touchpoints for customer service interactions along with the tools and platforms used at each step
Mobile device on a simple stone surface. The screen displays the customer experience while accessing the digital service portal.

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