Business Transformation & Customer Service

During COVID in 2020, and the associated lockdowns of many retailers, riders started reaching out to Specialized directly. Almost overnight, contacts to the customer service team were up over 4x, exposing gaps in systems, practices, staffing and more. In turn, riders & retailers suffered and that was not acceptable for the brand. We jumped in to lead the triage and stabilization of our customer service teams to better serve retailers and riders, working to create consistency in experience between largely autonomous markets, partnering to introduce global technology solutions and channels to better serve riders and retailers, and ultimately enable the company to move with speed going forward. As the teams stabilized, we were part of the commercial leadership team to facilitate direct sales, Specialized delivery and BOPIS delivery options to better serve riders and expand reach and relevancy of brand for all partners, taking a massive step towards a frictionless environment for Specialized riders.