Case studies
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Transforming a Fragmented Customer Service Department into a Strategic Experience Hub
Industry : Medical Device
Category : Distributor
Location : Quebec Province
AVEL Consulting partnered with a leading North American medical supply firm to unify and optimize its customer service operations following a merger. The transformation reduced complaint resolution time by 37%, improved delivery speed by 32%, and significantly enhanced team engagement and customer satisfaction.
Problem
The client, a major supplier in the healthcare sector, faced severe dysfunction after merging two business units. Each had its own workflows, systems, and cultures, resulting in
- disorganized processes,
- missed communications,
- and low customer satisfaction.
The support teams lacked standardized roles, used obsolete tools, and operated within siloed structures. Inconsistent training, weak change management, and inadequate performance tracking compounded the issues, making only 20% of customer orders flow without disruption.
Approach
Solution
The new “Customer Experience Team” (CET) was launched as a cohesive unit with standardized workflows, a unified culture, and dedicated account ownership. Major interventions included:
- Assigning ambassadors to client accounts to ensure continuity and accountability.
- Clarifying data fields in ERP systems to improve order tracking and accuracy.
- Automating complaint categorization and tracking for better resolution management.
- Delivering a 50% faster onboarding process and cross-training 78% of the team across business units.
- Implementing daily huddles and team briefings to maintain alignment.
- Launching clear dashboards to track complaint time, order backlogs, and staff performance.
Results
- Customer Experience: Delivery promise accuracy improved from 62% to 87%, and Voice of Customer scores increased by 18%.
- Efficiency: Complaint resolution time dropped by 37%, and export documentation errors reduced from 14% to 3%.
- Team Capability: Onboarding time halved; 78% of team members became cross-trained.
- Engagement: Voluntary attrition fell from 19% to 6%, and engagement scores rose by 21%.
- Operational Flow: Backlog reduced by over 40% in 8 weeks; order-to-resolution cycle improved by 32%.
Customer Satisfaction increased 18%
Complaint resolution time dropped by 37%
Employees onboarding time reduced by 50%
Client orders backlog dropped by 40% and are fulfilled 32% faster
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AVEL Consulting initiated a three-phase transformation: diagnostic analysis, implementation, and continuous follow-up. Key focus areas included: