Toptal helps global FMCG company scale customer care, supporting more than 8,000 daily queries.
The multinational corporation partnered with Toptal to deploy a multichannel support solution across 25+ markets, streamlining operations and enhancing service quality.
Client
A multinational tobacco company selling cigarettes, nicotine and reduced-risk products in markets worldwide.
Employees
Revenue
Industry
Consumer Products and ServicesDelivered Services
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The company needed to unify customer care across global markets, each with its own regulations, languages, and workflows. With only a small core team, managing stakeholder input, ensuring compliance, and maintaining consistency across regions proved complex.
Solution
Tailored rollouts, global consistency
Toptal led the ServiceNow platform rollout, collaborating with regional leads to adapt deployments to local needs, covering CSAT surveys, staffing models, and compliance. Supported markets included Switzerland, Germany, Greece, Romania, and Japan.
Innovative service enhancements
To boost efficiency and experience, the platform introduced multichannel support, localized notification templates, and smart features like AI-powered knowledge base suggestions, device registration, and market-specific workflows.
Outcome
Global support, localized experiences
The platform now handles 8,000+ customer queries per day with improved speed and accuracy. By aligning tools, data, and service standards across regions, the company has delivered a more consistent customer experience while giving agents the tools they need to resolve issues quickly and confidently.
Strategic roadmap for continued expansion
Toptal helped define the strategic roadmap for upcoming deployments, including an ambitious rollout in Japan. With scalable infrastructure and localized workflows in place, the company is positioned to expand coverage, launch new product lines, and evolve the customer care experience worldwide.
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