Client

A sustainability service helping organizations measure, manage, and minimize their carbon footprint.

Project Scope

Facilitated workshops with the client's internal teams to refine workflows from end-to-end of the customer's service journey. The goal was to identify inefficiencies, prioritize opportunities for automation, and support scaling strategies.

Challenge

The client's workflows were heavily manual, particularly during data collection and reduction planning phases, causing delays and limiting the team’s capacity for high-value advisory services. Achieving scalability while maintaining service quality required addressing these inefficiencies.

Approach

Workflow Mapping Workshops: Conducted workshops to map processes across all stages of the service journey, identifying team responsibilities, touch points, and pain points.
Service Blueprint Creation: Developed and validated a detailed service blueprint, refining workflows through collaborative sessions with internal teams.
Stakeholder Education Session: Delivered an interactive session to educate teams on service blueprints, emphasizing their benefits for improving processes and client experience.
Process Optimization Analysis: Identified opportunities to streamline workflows by analyzing workload distribution, technology use, and client interaction challenges.

Results

Expanded the service blueprint, providing clarity on current workflows and identifying bottlenecks.
Highlighted priority areas for investment, such as automating data entry and improving client onboarding tools.
Recommended shifting focus from data collection to reduction planning, enhancing operational efficiency and client outcomes.
Aligned internal processes with the client's scaling goals, equipping them to meet broader decarbonization demands.