Success story

Innovating through talent empowerment.

re.set — Success story

The transformation of Majorel

Majorel specializes in end-to-end Customer Service (CX) solutions for leading global digital brands

With a team of over 82,000 people and presence in 46 countries, Majorel (a company specialized in Customer Service) needed to empower its teams to function with greater autonomy in achieving the company's objectives.

Applying OKRs to gain focus and possessing a corporate culture that favored teamwork were key to succeeding in the transformation of their business. This transformation also allowed them to be much more flexible in adapting to a changing market

46

Countries

+ 82k

People

It makes sense to establish a new way of working and collaborating among all people from different backgrounds and cultures.

Jeroen van den Berg

Jeroen van den Berg

Jeroen van den Berg

Director Global Client Solutions

What have we achieved?

Majorel's Agile transformation with re.set

Increased customer satisfaction

Working with the Agile methodology not only increased customer satisfaction and NPS scores, but also brought forward project delivery times by 2-3 days.

Increased customer satisfaction

Working with the Agile methodology not only increased customer satisfaction and NPS scores, but also brought forward project delivery times by 2-3 days.

Increased customer satisfaction

Working with the Agile methodology not only increased customer satisfaction and NPS scores, but also brought forward project delivery times by 2-3 days.

Shared Leadership

OKRs bring transparency to the entire organization. Every quarter, a new Squad Leader is appointed, which encourages members to take more initiative and track progress themselves, allowing the management team to review the results.

Shared Leadership

OKRs bring transparency to the entire organization. Every quarter, a new Squad Leader is appointed, which encourages members to take more initiative and track progress themselves, allowing the management team to review the results.

Shared Leadership

OKRs bring transparency to the entire organization. Every quarter, a new Squad Leader is appointed, which encourages members to take more initiative and track progress themselves, allowing the management team to review the results.

Teamwork

Before, teams divided into silos caused lack of knowledge among colleagues. The Agile methodology transformed the teams into multidisciplinary squads that spanned more than 10 countries, time zones, levels of experience, and specializations. This has significantly improved team spirit and has fostered collaboration and support among squads.

Teamwork

Before, teams divided into silos caused lack of knowledge among colleagues. The Agile methodology transformed the teams into multidisciplinary squads that spanned more than 10 countries, time zones, levels of experience, and specializations. This has significantly improved team spirit and has fostered collaboration and support among squads.

Teamwork

Before, teams divided into silos caused lack of knowledge among colleagues. The Agile methodology transformed the teams into multidisciplinary squads that spanned more than 10 countries, time zones, levels of experience, and specializations. This has significantly improved team spirit and has fostered collaboration and support among squads.

Agile Routines

Agile methodology allows for experimentation and adaptation. Re.set provided exceptional support and flexibility with the changes in daily routines. By leveraging OKRs, Gemba Walk, and Kanban, a balance is achieved between daily operations and management improvements, enhancing our results and communication.

Agile Routines

Agile methodology allows for experimentation and adaptation. Re.set provided exceptional support and flexibility with the changes in daily routines. By leveraging OKRs, Gemba Walk, and Kanban, a balance is achieved between daily operations and management improvements, enhancing our results and communication.

Agile Routines

Agile methodology allows for experimentation and adaptation. Re.set provided exceptional support and flexibility with the changes in daily routines. By leveraging OKRs, Gemba Walk, and Kanban, a balance is achieved between daily operations and management improvements, enhancing our results and communication.

Why re.set AMS

Operating in 10+ countries and due to increased responsibilities and workload the team grew, and the onboarding of new team members led to the need for a new collaborative working approach. Agile was seen as the ideal approach to make a swift impact on our ambitious goals, empower team members, and unite a globally distributed team.

Challenges Encountered

The process of transitioning to Agile was not immediate, with a considerable amount of time spent defining clear objectives and translating them into Key Results (KRs). One of the primary challenges was in identifying and phrasing KRs that would give direction to the team, which required several iterations. Balancing ambitious quarterly targets with daily tasks was also a challenge, leading to the realization that they needed to make adjustments to the agile routines to better suite their needs.

Improvements and Successes

The team witnessed a significant improvement in team spirit, as Agile encouraged collaboration among members with diverse skill sets. Continuous improvement became ingrained in our work culture, with squad members taking ownership of initiatives. A distributed leadership model was adopted, enabling team members to take on leadership roles and speak up more comfortably. Customer satisfaction improved, and the team's ability to deliver value to the organization became more visible.

Future Outlook

The team plans to continue using Agile methodology. The routines and goal-setting methods have become second nature to them as a means of continuously improving. As teams continuously improve and customize their way of working with Agile, the added value and efficiency will continue to benefit the entire organization.

Why re.set AMS

Operating in 10+ countries and due to increased responsibilities and workload the team grew, and the onboarding of new team members led to the need for a new collaborative working approach. Agile was seen as the ideal approach to make a swift impact on our ambitious goals, empower team members, and unite a globally distributed team.

Challenges Encountered

Los OKRs aportan transparencia a toda la organización. Cada trimestre se nombra a un nuevo Squad Leader, lo que anima a los miembros a tomar más la iniciativa y seguir ellos mismos los progresos, permitiendo al equipo directivo gestionar revisando los resultados.

Improvements and Successes

The team witnessed a significant improvement in team spirit, as Agile encouraged collaboration among members with diverse skill sets. Continuous improvement became ingrained in our work culture, with squad members taking ownership of initiatives. A distributed leadership model was adopted, enabling team members to take on leadership roles and speak up more comfortably. Customer satisfaction improved, and the team's ability to deliver value to the organization became more visible.

Future Outlook

The team plans to continue using Agile methodology. The routines and goal-setting methods have become second nature to them as a means of continuously improving. As teams continuously improve and customize their way of working with Agile, the added value and efficiency will continue to benefit the entire organization.

Why re.set AMS

Operating in 10+ countries and due to increased responsibilities and workload the team grew, and the onboarding of new team members led to the need for a new collaborative working approach. Agile was seen as the ideal approach to make a swift impact on our ambitious goals, empower team members, and unite a globally distributed team.

Challenges Encountered

Los OKRs aportan transparencia a toda la organización. Cada trimestre se nombra a un nuevo Squad Leader, lo que anima a los miembros a tomar más la iniciativa y seguir ellos mismos los progresos, permitiendo al equipo directivo gestionar revisando los resultados.

Improvements and Successes

The team witnessed a significant improvement in team spirit, as Agile encouraged collaboration among members with diverse skill sets. Continuous improvement became ingrained in our work culture, with squad members taking ownership of initiatives. A distributed leadership model was adopted, enabling team members to take on leadership roles and speak up more comfortably. Customer satisfaction improved, and the team's ability to deliver value to the organization became more visible.

Future Outlook

The team plans to continue using Agile methodology. The routines and goal-setting methods have become second nature to them as a means of continuously improving. As teams continuously improve and customize their way of working with Agile, the added value and efficiency will continue to benefit the entire organization.

I am no longer the one who presses... the team organizes, communicates with each other, seeks help from others and this is a much more natural behavior in a networked work environment such as the one we are working in, as opposed to a top-down approach.

Francesco Scozzi

Francesco Scozzi

Francesco Scozzi

Senior Manager Global Client Solutions

The Agile model from re.set empowers squads to decide their own initiatives to reach a KR. I let them work and trust they will achieve the objectives. I am a big fan of results-driven management, and the Agile methodology from re.set facilitates that to happen.

Estelle Wienk

Estelle Wienk

Estelle Wienk

Mr. Manager Global Client Solutions

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