Europe’s largest food technology organisation faced a pivotal moment. Following a series of high-profile mergers and acquisitions, the company required a unified, high-performing customer service strategy to navigate significant organisational change.
Just Eat
Reducing costs by 35%, improving CSAT by 20%
Service Delivered
Expert: SME
SME
Foodtech
Result
35% cost reduction
The challenge
The client’s need
The client required a partner capable of leading a multi-million Euro customer service transformation. The project demanded:
A dedicated PMO and SME resource pool to manage a complex, multi-year change plan.
Expert management of a €50m capex budget.
End-to-end delivery of cross-functional projects involving multiple global suppliers.
Our strategic approach
Avocado55 stepped in to lead the PMO capability, ensuring every facet of the operating model, technology architecture, and customer experience was optimised for a post-merger environment.
Unified Governance: Deployment of industry-leading PMO standards and tooling to maintain transparency and quality.
Operational Refresh: A complete overhaul of the operating model, location strategy, and service proposition.
Infrastructure Growth: Managing the insourcing of approximately 3,000 new employees and the establishment of five new country headquarters.
Technical Innovation: Implementation of multiple technology solutions to streamline the customer journey.
The impact
Our partnership delivered measurable improvements across the board, driving efficiency without compromising on the quality of the customer experience.
Improved CSAT by 20% – Delivering a significantly better experience for the end user.
Reduced Costs by 35% – Drastically improving the "cost to serve" through operational efficiency.
7 New System Tools – Modernising the technology stack with successful delivery and deployment.
20+ Business Processes Optimised – Streamlining internal workflows for peak performance.
Avocado55 provided a good blend of strategic and implementation skills; they have a very practical ‘hands-on’ approach: our “go-to” transformation support.
Iain Cairns, SVP Customer, JustEatTakeway.com
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