Transforming the post-purchase ecosystem at US Foods
US Foods is one of the largest foodservice distributors in the United States, serving restaurants, healthcare, hospitality, and other foodservice operators.
Challenge
Legacy customer support systems were creating fragmented experiences for customers and agents, limiting operational efficiency, service consistency, and the ability to scale support across channels.
Solution
I led a strategic initiative to define US Foods' future-state customer support vision, establish a roadmap for Contact Center as a Service (CCaaS) adoption, and align business, technology, and customer experience priorities around a modern support ecosystem.
Outcomes
Created organizational alignment around a shared vision for customer support modernization.
Defined future-state service blueprints and a 24-month roadmap that guided long-term CCaaS transformation efforts.
Earned executive trust through the success of the initial engagement, resulting in a follow-on initiative to help US Foods evolve from a multichannel support model to an omnichannel customer experience.
Establishing a shared vision
As Lead Strategist, I designed and facilitated a half-day executive workshop that established a shared vision for the future of customer support. Working with business leaders and stakeholders, we aligned on desired outcomes, success metrics, technical requirements, and priority audiences.
Workshop outcomes
Established executive alignment around a future-state support model.
Identified and prioritized strategic opportunities for modernization.
Defined the success metrics and capabilities needed to guide future investment.
Modernizing the support ecosystem
To define the future-state customer experience, I led service blueprinting efforts across key contact center use cases. By mapping customer journeys, agent workflows, operational processes, and supporting technologies, we identified opportunities to create a more connected, efficient, and scalable support ecosystem.
Expanding self-service to SMS
A key transformation initiative focused on expanding self-service capabilities beyond traditional support channels.
I defined a future-state SMS automation experience that proactively addressed common customer needs before they reached the contact center. By extending support into a familiar and accessible channel, the solution reduced inbound demand while creating a faster, more convenient customer experience.
Charting the course for digital transformation
To guide implementation, we translated strategic opportunities into a prioritized 24-month roadmap. The roadmap aligned CCaaS initiatives, operational improvements, and key milestones with US Foods' broader customer support transformation strategy.
