Customer Service Transformation

Case Study, by

Global Lifesciences Company

A global Lifesciences company needed to improve customer experience and cut cost-to-serve. Dune Advisors led the global customer service strategy and operating model redesign: technology business cases, end-to-end roadmap, channel and location strategy, and AI‐enabled automation. Built a multi-year roadmap delivering $10M in savings and a redesigned customer service function that sharply cut complaints.

15%

Cost Efficiency