Unilever’s People Hub LATAM: Driving Operational Excellence & Employee Experience

Coca-Cola’s Real-Time Intelligence Hub

Unilever’s People Hub LATAM: Driving Operational Excellence & Employee Experience

Coca-Cola’s Real-Time Intelligence Hub

Case studies

Improving Customer Support & Reverse Logistics in Walmart.com

How Walmart.com transformed its support operations through process optimization

Walmart.com aimed to enhance its customer service operations by improving efficiency, standardizing processes, and reducing operational costs. With a high volume of customer inquiries, returns, and logistics challenges, the company needed a structured approach to optimize workflows and elevate service quality. Bridge & Co. led a comprehensive process transformation, redesigning key service operations and implementing standardized procedures. This initiative not only improved response times and customer satisfaction but also streamlined workload distribution, eliminated inefficiencies, and strengthened Walmart.com’s ability to deliver a superior customer experience.

The challenge

Walmart.com in Brazil faced significant challenges in managing its customer service operations efficiently. With a high volume of service requests covering over 250 different types of inquiries, the company struggled with inconsistencies in processes, excessive workload distribution, and inefficiencies in reverse logistics for product returns and defect handling.

The lack of standardized procedures led to delays, increased operational costs, and a suboptimal customer experience. To address these challenges, Walmart.com sought expert guidance to refine its service workflows, optimize resource allocation, and implement best practices that would enhance both efficiency and customer satisfaction.

Company: Walmart

Industry: Retail

Size: large

Our solution

Analysis & Diagnosis of Current Processes

Conducted a deep assessment of existing customer service operations (AS IS), identifying inefficiencies, bottlenecks, and improvement opportunities across 250+ inquiry types.

Process Redesign & Standardization

Developed optimized future-state workflows (TO BE), incorporating industry best practices. Created Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer interactions.

Implementation Roadmap & Optimization Plan

Designed a structured action plan for rolling out the improvements, focusing on workload distribution, waste elimination, and operational efficiency to enhance service quality and customer satisfaction.

Methodology used

The project was driven by Lean principles and Business Process Management (BPM) methodologies to ensure a structured and efficient transformation. Lean was applied to eliminate inefficiencies, reduce waste, and optimize workflows, enhancing overall service performance. BPM provided a systematic approach to redesigning customer service processes, standardizing operations, and aligning them with industry best practices. By integrating these methodologies, Walmart.com achieved greater process efficiency, improved workload distribution, and a more agile, customer-centric service model.

Achieved results

Faster return processing

Higher customer service ratings

Optimized workload distribution

Cost reduction in customer service operations

Through a structured and data-driven approach, Bridge & Co. played a key role in transforming Walmart.com’s customer service operations. By optimizing processes, implementing best practices, and enhancing workload distribution, the project led to faster product returns, improved customer satisfaction scores, and greater operational efficiency. With a well-defined roadmap and Lean methodologies, Walmart.com successfully reduced costs and strengthened its ability to deliver a seamless, high-quality customer experience.

Drive your business forward with Bridge & Co.