Challenge

A publicly-traded provider of remote customer and technical support identified a strategic opportunity fueled by COVID-19. The pandemic had exposed the business continuity risks associated with conventional bricks-and-mortar call centers, and the company sought to capture market share by promoting the benefits of its more sustainable, always-on model. To do so, the company looked to embed sustainability as a core pillar of both its business strategy and operations.  

Solution

After aligning the executive team around the process, we first re-branded and re-positioned the company, with sustainability at the heart of the Brand Strategy, Mission, Vision, and Values. The company’s core value proposition uniquely featured its lower carbon footprint and its remote-only, always-on model that mitigated the business continuity risks of extreme weather events. To operationalize the new strategy, we worked closely with cross-functional teams including sales, product development and management, and operations.