Media & Entertainment Shared Service Center
Situation
A media and entertainment company approached ADAPTATION seeking a solution to a common problem: How to redesign business processes, leverage existing technology, and retain and retrain its workforce through a complicated move to Shared Service operations.
Solution
ADAPTATION helped the company reorganize its Shared Service group and become more “customer-oriented.”
The program involved:
- Adopting new roles and responsibilities
- Coaching company leadership
- Consolidating services and customer databases
- Creating and monitoring performance metrics
- Creating new business practice processes with a focus on the customer experience
- Leveraging existing technology that was inactive
- Providing custom education and training
Outcome
With a newly energized team in place, the organization is now better able to focus on its customer accounts, manage and track its digital business sales, improve cash flow and take full advantage of its technology investments.
