Contact center transformation
US Foods
Creating an omnichannel strategy for customer support
US Foods is one of the largest food service distributors in the United States, supplying hundreds of thousands of restaurants, healthcare facilities, and educational institutions with food and business solutions.
Challenge – US Foods was battling internally competing priorities and initiatives around the post-purchase customer experience funneled by its contact center.
Solution – I partnered with business leadership to design and facilitate an executive alignment workshop and create a two-year modernization roadmap to adopt CCaaS (Contact Center as a Service) as its new operating model.
Workshop
As Lead Strategist, I designed and facilitated a half-day workshop with executive stakeholders and business owners to define desired outcomes, success metrics, technical requirements, and key audiences.
Workshop outcomes
Expanded understandings of industry standards and what is possible
Aligned executives around a shared vision for future state customer support
Identified, refined, and prioritized strategic needs and opportunities
Blueprinting
To define the future state customer experience, I led service blueprinting efforts for several key contact center use cases.
SMS as a channel
A key transformation initiative defined was the broadening of self-service channels for customer support.
To mobilize this, we mapped a future state user flow personalized SMS automation to reduce incoming traffic to the contact center.
Roadmapping
We translated solution needs into a prioritized, 24-month roadmap that aligned CCaaS initiatives and key milestones to the business’s broader transformative strategy.
Outcomes
The roadmap and blueprints we established enabled business teams across US Foods to align priorities and mobilize transformative efforts for the Contact Center as part of their long-term strategy.
Additionally, the Design Thinking Workshop that I conducted was so impactful that US Foods brought me back to lead a full-day workshop, with a broader team of stakeholders, to help them move from multichannel to omnichannel.