Case Study: a manufacturing global leader reduces on-site service requests with Clockwork

a manufacturing global leader reduces on-site service requests by 20% with Clockwork

A manufacturing global leader faced challenges with its digital service adoption, as customers continued to rely on call centers and manual processes instead of self-service tools. This was impacting efficiency and the brand's reputation for personal service. The company engaged Clockwork to design a scalable solution to modernize its service delivery model and improve the customer experience.

Clockwork conducted a holistic discovery of the customer journey and developed a multi-phase roadmap. They implemented a comprehensive service model pilot that integrated strategy, innovation, and change enablement. This approach resulted in a 20% reduction in on-site service requests within pilot areas, improved efficiency, and faster issue resolution, delivering significant and lasting value for the client.