At Wittur Group, a multi-country BI transformation had stalled: planning benefits were not materialising because fragmented data sources and local experience — subsidiary Excel models versus central and local BI systems — were preventing a coherent single source of truth.
Wittmann PSI Penta — First ERP Installation in Turkey
Wittmann Group mandated the first-ever PSI Penta ERP installation in Turkey — a true greenfield with no local precedent, no reference group, and a workforce that had never operated on a unified enterprise system.
United two clashing teams, implemented CRM and stabilised a stressed digital care function
At Lush, two separate departments with very different microcultures had been merged to form a new digital customer care team. On paper they were “one team”; in reality they were under-resourced, overrun with emails and calls, and still acting like two separate groups. They were working out of a shared Gmail inbox, with no proper...
Rebuilt ISO 9001 from scratch and passed external & client audits
When I picked up ISO 9001, the accreditation had expired and, due to a falling-out with the previous ISO owner (a former employee), most of the ISO documentation had been wiped. We had existing key clients who required ISO 9001 and more key clients onboarding who also expected it. Processes were being followed loosely, but...
Automated 60% of enquiries, hit 4.8 Trustpilot & unlocked ~£300k in shipping savings
At a global e-commerce retailer, the customer operation was heavily reliant on temporary staff during peak periods, which was expensive and slow due to time-to-competence. As a global brand with a large customer base in Germany, communication was also clunky – agents were manually copying and pasting into Google Translate to respond. The company had...
Cutting complaints by 80% & halving churn
When I joined a unique BPO organisation, client churn was high and a lot of complaints related to either billing issues (due to excessive call handling times) or quality. Churn was creeping up to around 4%. Key clients were frustrated and trust was low. We’d already reduced average handling time and cut a chunk of...
Global IT Transition, Operations Takeover & Post-Merger Integration
Client: A global technology and manufacturing organisation specialising in mailing, shipping, and enterprise communications Role: Programme Manager / Head of Infrastructure & Application Operations (via global systems integrator) A global technology and manufacturing organisation specialising in mailing, shipping, and enterprise communications had undergone significant diversification and multiple acquisitions. This resulted in a fragmented global IT...
Enterprise Cloud Migration & Data Centre Exit (Global Reach Group)
Global Reach Group, a regulated financial services organisation, operated its entire IT estate from third-party hosted data centres using a traditional infrastructure and cost model. The organisation made a strategic decision to migrate its end-to-end IT services to Microsoft Azure Public Cloud to support an OPEX-based operating model, improve resilience and security, and decommission all...
Telephony, CRM & Secure Payments Transformation (PSTN Exit & PCI DSS)
Bristol City Council operated a large, high-volume customer contact and telephony environment built on legacy PSTN-based infrastructure and Avaya platforms, tightly coupled with council-wide CRM and back-office finance systems. The national decommissioning of traditional PSTN telephony created a fixed, non-negotiable deadline to exit legacy services. At the same time, the council processed a significant volume...
Print & Mail Transformation – Digital MPS, Hybrid Mail & Enterprise Policy
The authority relied on a mission-critical Print and (physical) Mail service supporting over 6,000 staff and all frontline services. A strategic shift had been approved to move from a fragmented, paper-heavy model to a digitally enabled, outsourced service using managed print, digital mail, and a vendor-hosted SaaS platform. Although the contract was in place, delivery...
