At the project's start, we brought together department leaders and users to jointly develop process maps. Applying the Define, Measure, Analyze, Improve, Control (DMAIC) framework and Six Sigma Lean methodologies, we initiated process enhancements, leading to the streamlining of global operations and technology infrastructure.

A focus was placed on boosting the customer service experience by implementing the Salesforce Service Cloud, converting the manual handing of 6,000 + customer inquiries managed in Outlook to complete automation. We performed a thorough data review and cleanup, establishing data quality controls as part of a new data management approach.