Unified CX Platform
Corporate ProjectLed the end-to-end implementation of a unified Customer Experience platform (Zendesk). Consolidated 10 different legacy portals into an omni-channel solution. Rolled out to 1000+ B2B clients and introduced precise reporting for data-driven decisions.
The Stack
The Challenge
The business faced severe client friction and 19th-century operational inefficiencies due to legacy systems and lack of reporting. Moreover, to solve a 15+ years operational debt problem, we had to procure an enterprise-grade SAAS in mid-financial year. As Program Manager, I built and led a cross-functional team of 20, including Ops and SMEs, Marketing, Devs, and IT admins, and owned the entire lifecycle—from vendor selection and budgeting to custom software builds, UI/UX design, data migration, and enterprise rollout.
The Solution
We unified all support services under Zendesk, negotiated down 60% of the list price, trained 600 agents, and onboarded 1,000+ clients in 9 months. The result: £500k annual savings, 30% satisfaction lift for tier 1 clients, and full visibility into service performance with real-time analytics.
The Struggle
Being a massive project, we dealt with not a few unknowns, but if you ask what was the hardest - it was managing the change. While customers loved the new experience the first time, the internal resistance was high. I went extra, traveled across offices, met with the operations managers, and applied the unpopular technique of the "The stakeholders concerns log" - a shared board where everyone was encouraged to share their fears, confident they are heard. This led to improved morale, and the raising of some hidden risks, well mitigated before the big bang. Additionally, I pledged undeniably for a thorough training program with workshops, follow-ups, and "The new tool days", which increased confidence in agents and guaranteed a smooth kick-off.
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