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Peblar – Customer Service Transformation

Discover how NXTsteps.eu supported the leadership team of Peblar to set-up and transform their customer service strategy into a scalable, expert-led operation. By developing the right processes and aligning these processes with all stakeholders and a clear systems integration plan, I built a robust foundation for international growth and superior customer experiences.

About the project

Peblar needed support to transition from a traditional B2B support model to a customer-centric and scalable service organization. NXtsteps.eu partnered with cross-functional teams across Peblar to design and implement a service strategy that aligns with the brand’s B2B2C ambitions and premium positioning.

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NXTsteps.eu

“Jan Willem brought with NXTsteps.eu  clarity, direction, and momentum to a complex transformation. The structured yet pragmatic approach helped us align our service strategy with Peblar’s brand promise.”

Peblar

Outcomes & Next Steps

  • Robust roadmap aligned to 2025 execution timeline
  • Full stakeholder buy-in across product, ops, legal, and sales
  • Ready-to-execute Customer Service architecture and process flows
  • Full leadership support and stakeholder buy-in across product, ops, legal, and sales
Pillar Key Results
Customer Focus
  • Developed a clear customer and installer support journey with focus on personal contact and fast resolution.
  • Revised manufacturer warranty
  • Re-initiated the Peblar Ambassador Program
Operational Excellence
  • A Scaleable Customer Service Framework
  • An international expansion matrix org set-up
  • Developed a clear KPI, SLA & financial reporting model
Supporting Systems
  • Integrated CRM and ERP within the ticketing system and process flow
  • Supported the design of a service backend for remote support
  • Prepared requirements for diagnostics app

Do you need Support?

NXTsteps.eu supports leadership teams from companies like Peblar with their (international) growth, including organizational structure development and operational excellence initiatives. Curious how we can help?

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