Enhancing Customer Advocacy Through Proactive Operations

The Challenge:

Most customer issues were handled after the fact. By the time teams responded, the damage was already done: frustration for the customer, higher costs for the business, and no clear way to prevent the same issue from happening again. Staying reactive kept both sides locked in a cycle that was expensive and unsustainable.

The Turning Point:

We decided to flip the model. Instead of waiting for problems, we built a team that treated customer advocacy as an operational discipline. The goal was simple: identify and solve issues before customers felt the impact.

Our Approach:

• Team structure: Created a group of operational project managers aligned to specific customer portfolios.

• Cross-functional engagement: Built strong partnerships across departments to surface and resolve recurring challenges.

• Process failure identification: Established a system to proactively detect weak points in processes.

• Predictive support: Used business and data intelligence to design early warning systems.

The Results:

• Supported $1.9 billion in revenue.

• Delivered $1.3 million in cost savings.

• Reduced reactive support to 8%, exceeding the 10% target.

The Impact:

Customers saw fewer issues and received a more consistent experience. The business lowered costs and improved efficiency, while internal teams felt equipped to prevent problems instead of constantly firefighting.