Case Study: a major U.S. airline achieves operational efficiency and better customer care with Eagle Hill Consulting

One of the Largest U.S.-based Airlines identifies up to $4.5M in savings with Eagle Hill Consulting

The customer, one of the largest U.S.-based airlines, faced a challenge with its fragmented, century-old operating model that created inefficiencies and threatened its world-class customer service goals. To modernize its 8,000-person customer care organization, the airline partnered with Eagle Hill Consulting for an organizational design and operating model transformation.

Eagle Hill implemented a structured, data-driven approach that included redesigning the organization, creating a transformation roadmap, and conducting extensive process and span-of-control analyses. This solution identified up to $4.5 million in potential savings and analyzed 163 operational processes for improvements. Eagle Hill successfully aligned all 8,000 employees under the new model, laying the foundation for continued rollout and enhanced customer experience.