{"id":7507,"date":"2025-03-19T17:38:02","date_gmt":"2025-03-19T17:38:02","guid":{"rendered":"https:\/\/www.clockwork.com\/?post_type=work&#038;p=7507"},"modified":"2025-05-08T17:04:09","modified_gmt":"2025-05-08T17:04:09","slug":"manufacturing-global-leader-service-delivery-model","status":"publish","type":"work","link":"https:\/\/www.clockwork.com\/work\/manufacturing-global-leader-service-delivery-model\/","title":{"rendered":"Manufacturing Global Leader"},"content":{"rendered":"\n<div class=\"work-post-banner\">\n    <div class=\"top-banner\"  style=\"background-color: #161616;\" >\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-1\">\n\n          \n                      <p>Modernizing a service delivery model through a multi-phase pilot to drive digital innovation<\/p>\n                  <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n  <div class=\"client-info\">\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <div class=\"banner-box-content\"  style=\"background-color: #198ccc\" >\n              <ul>\n                                    <li  style=\"border-bottom-color: #ffffff;\" >\n                      <p  style=\"color:#ffffff\" ><span>Client<\/span><\/p>\n                                          <p  style=\"color:#ffffff\" >Manufacturing Global Leader*<\/p>\n                    <\/li>\n                                    <li  style=\"border-bottom-color: #ffffff;\" >\n                      <p  style=\"color:#ffffff\" ><span>Project Type<\/span><\/p>\n                                          <p  style=\"color:#ffffff\" >Service Delivery Model Innovation<\/p>\n                    <\/li>\n                                    <li  style=\"border-bottom-color: #ffffff;\" >\n                      <p  style=\"color:#ffffff\" ><span>Industry<\/span><\/p>\n                                          <p  style=\"color:#ffffff\" >Manufacturing<\/p>\n                    <\/li>\n                                      <p  style=\"color:#ffffff\" >*NDAs are important<\/p>\n                    <\/li>\n                              <\/ul>\n\n\n            <\/div>\n                  <\/div>\n        <div class=\"flex-7\">\n          <div class=\"client-banner-img wow fadeInUp\">\n            \n              <img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/03\/Ecolab-service-featured-2.webp\" alt=\"Food worker uses a digital service for equipment help on a mobile device\" role=\"img\">\n                      <\/div>\n                  <\/div>\n\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"singlepost-bannerin\">\n    <div class=\"new-container\">\n\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>The challenge<\/h3>\n                  <\/div>\n\n        <div class=\"flex-7\">\n                      <h4>Design scalable solutions to improve and expedite the service experience for internal service reps and external customers.<\/h4>\n          \n                      <p>Customers weren\u2019t 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.<\/p>\n                  <\/div>\n      <\/div>\n\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>What we did<\/h3>\n                  <\/div>\n\n        <div class=\"flex-7\">\n                      <ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conducted discovery into current processes and the customer journey<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Developed a roadmap targeting quick wins and long-term transformation<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Secured alignment from stakeholders, set up clear communication channels, and emphasized transparency about the project value<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Integrated change enablement and product adoption<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Delivered a comprehensive service model pilot with scalable solutions<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                  <\/div>\n      <\/div>\n\n\n      \n\n    <\/div>\n\n  <\/div>\n\n\n\n  <div class=\"block testimonial page-testimonial withoutbg\">\n    <div class=\"grid-container\">\n      <div class=\"grid-x grid-margin-x\">\n        <div class=\"cell\">\n\n          <figure class=\"testimonial-content wow animate__animated animate__fadeInUp\" data-wow-delay=\"0.5s\">\n\n                          <blockquote class=\"testimonial-quote\" >\n                <p >\u201cClockwork came at this holistically. They didn\u2019t just address technology or process\u2014they connected everything, focusing on the people who drive change. That was critical.\u201d<\/p>\n              <\/blockquote>\n            \n            <figcaption class=\"testimonial-citation wow animate__animated animate__fadeInUp\" data-wow-delay=\"0.5s\">\n\n                              <p >Client Stakeholder<\/p>\n              \n              \n            <\/figcaption>\n\n            <div class=\"testimonial-cta\">\n                          <\/div>\n\n          <\/figure>\n\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n\n    <div class=\"image-grid wow fadeInUp\">\n      <div class=\"new-container\">\n\n        \n                        <div class=\"flex-wrapper wrap \">\n\n                                  <div class=\"flex-7\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/03\/ECOSM_vert_image_1.webp\" alt=\"Closeup of a person wearing an apron and accessing product customer service support on a mobile device.\" role=\"img\"><\/div>\n                                \n            <\/div>\n        \n\n                    <div class=\"flex-wrapper wrap flex-end\">\n\n                                  <div class=\"flex-7\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/03\/ECOSM_vert_image_2.webp\" alt=\"Closeup of a person wearing chef attire and accessing product customer service support on a mobile device.\" role=\"img\"><\/div>\n                                \n\n            <\/div>\n        \n\n      <\/div>\n    <\/div>\n\n\n\n  <div class=\"singlepost-bannerin outcomes-image-grid wow fadeInUp\">\n    <div class=\"new-container\">\n      <div class=\"flex-wrapper wrap\">\n        <div class=\"flex-3\">\n                      <h3>Outcomes<\/h3>\n                  <\/div>\n        <div class=\"flex-7\">\n          <div class=\"flex-wrapper wrap\">\n                      <\/div>\n                      <p>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, &#8220;Clockwork\u2019s 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.&#8221;\r\n<\/p>\n                  <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n\n<div class=\"key-services\">\n  <div class=\"new-container\">\n    <div class=\"flex-wrapper wrap\">\n              <div class=\"flex-3\">\n          <h3>How we did it<\/h3>\n        <\/div>\n            <div class=\"flex-7\">        <ul>\n                        <li><a tabindex=\"0\" href=\"https:\/\/www.clockwork.com\/services\/experience-design\/\" target=\"_self\" aria-label=\"Click this link for Experience Design detail page\" style=\"border-bottom: 1px solid #198ccc; border-top: 1px solid #198ccc; \"><div class=\"key-hover\" style=\"background-color: #198ccc \"><\/div>Experience Design<\/a><\/li>\n                                  <li><a tabindex=\"0\" href=\"https:\/\/www.clockwork.com\/services\/strategy-innovation-change-enablement\/\" target=\"_self\" aria-label=\"Click this link for Strategy, Innovation, &amp; Change detail page\" style=\"border-bottom: 1px solid #198ccc; border-top: 1px solid #198ccc; \"><div class=\"key-hover\" style=\"background-color: #198ccc \"><\/div>Strategy, Innovation, &amp; Change<\/a><\/li>\n                    <\/ul> <\/div>    <\/div>\n  <\/div>\n<\/div>\n\n<div class=\"image-slider-carousel\">\n  <div class=\"new-container\">\n    <div class=\"flex-wrapper wrap\">\n      <div class=\"img-carousel-slider flex-1\">              <div class=\"image-slide\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/03\/ECOSM_hor_image_2.webp\" alt=\"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.\" role=\"img\"><\/div>\n                      \n                    <div class=\"image-slide\"><img decoding=\"async\" src=\"https:\/\/www.clockwork.com\/wp-content\/uploads\/2025\/03\/ECOSM_hor_image_3.webp\" alt=\"Mobile device on a simple stone surface. The screen displays the customer experience while accessing the digital service portal.\" role=\"img\"><\/div>\n                      \n      <\/div>    <\/div>\n  <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Modernizing a service delivery model through a multi-phase pilot to drive digital innovation<\/p>\n","protected":false},"author":24,"featured_media":7595,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"work-categories":[44,46,43],"work-tags":[282,277,276,274,281,278,109,280,283,279,275],"coauthors":[73],"class_list":["post-7507","work","type-work","status-publish","format-standard","has-post-thumbnail","hentry","work-category-experience-design","work-category-manufacturing","work-category-strategy-innovation","work-tag-change-management","work-tag-customer-experience","work-tag-customer-journey","work-tag-customer-service","work-tag-digital-innovation","work-tag-experience-design","work-tag-manufacturing","work-tag-pilot","work-tag-service-blueprint","work-tag-service-delivery-model","work-tag-service-design"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.2 (Yoast SEO v25.5) - 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