Toptal deploys ServiceNow customer care platform across 26 markets for tobacco company.
A global tobacco company needed to roll out a unified customer care solution across diverse international markets. Toptal implemented and customized a ServiceNow platform to support consistent customer service operations worldwide.
Client
A global tobacco and vaping company operating across 26 markets with diverse consumer brands.
Employees
Revenue
Industry
Consumer Products & ServicesDelivered Services
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Schedule a CallChallenge
Deploying a standardized customer care system across markets required extensive localization, including customized email workflows and chat capabilities. Tight timelines, limited resources, and complex user acceptance testing requirements added pressure to the rollout.
Solution
Agile Implementation and Customization
Toptal led an Agile delivery process using two-week sprint cycles to gather requirements, configure the ServiceNow platform, and adapt features for each market’s operational needs.
Structured Testing and Launch Support
Toptal established a rigorous three-week user acceptance testing process before each deployment, followed by a structured hypercare period to facilitate smooth launches and rapid issue resolution.
Outcome
Improved Customer Care Performance
The new platform streamlined customer support operations across 26 markets, contributing to measurable improvements in key metrics such as customer loyalty, satisfaction, and likelihood of recommending the business to others.
AI-enhanced Agent Productivity
Built-in AI capabilities, including automatic translation of customer messages, improved agent efficiency and strengthened the quality of customer interactions across global support teams.
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