Case Study: Global Manufacturer and Service Provider achieves $200M in incremental operating income with AlixPartners

Global Manufacturer and Service Provider - Customer Case Study

Global Manufacturer and Service Provider, a leading global manufacturer and service provider of point-of-sale terminals, bar code scanners, and printer consumables, faced eroding margins and increasing complexity as its products and services became commoditized. With a sprawling service organization supporting more than 6 million devices across 180 countries, the company lacked strong business intelligence and struggled with upstream quality issues, inefficient service operations, and rising customer service complexity. AlixPartners was brought in to help create a cross-functional plan to improve service delivery.

AlixPartners designed an 18-month transformation roadmap centered on five core programs: operational consolidation, third-party spend rationalization, service delivery alignment, global contract management, and global business intelligence. The initiative improved efficiency, reduced revenue leakage, and enabled more proactive service management, generating nearly $200 million in incremental operating income. AlixPartners’ work also helped position the company to pivot from a hardware and software maker to a solutions and service provider.