Volvo Cars Customer Services
Gothenberg Sweden
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Charged
with writing their Customer Services Communications Strategy this is a significant global change programme. This project
involved the delivery of an as-is audit, the creation of a drilled down to-be vision and a gap analysis across all VCCS global
customer services, sales, products and activities. The project identified many sub-projects to be project managed. Working
closely with stakeholders in workshops we created a co-ordinated and unified future business model and service architecture
complete with implementation plan to realise this vision in an environment of heavily restricted budgets.
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