Global Digital Service Workflow Design and Rollout
No unified workflow existed for how markets requested and delivered digital services. We designed the global operating model, the vendor governance framework, and the rollout across dozens of markets.
The challenge
The Digital Marketing function needed to launch a global digital service adopted consistently across all regions. No unified workflow existed for how markets should request, manage, and deliver digital assets or services. Processes were fragmented across regions, quality and delivery times were inconsistent, responsibilities between global, regional, and local teams were unclear, and compliance and approval bottlenecks caused delays. Digital systems had been developed before workflow clarity existed, and there was no standard framework for evaluating and selecting vendors. This was not a technology issue. It was a workflow and alignment issue.
Our approach
Discovery and as-is mapping across global, regional, and market stakeholders, documenting existing request and delivery processes and dependencies with legal, medical, regulatory, and digital governance.
Design of the complete end-to-end global workflow: phases, handoffs, decision points, required inputs, ownership between global, regional, and market teams, compliance checkpoints, service levels, and routing logic for each request type.
Integration with internal systems: workflow logic aligned with platform capabilities, data flow requirements validated, and routing, notifications, and logic tested with the technical team.
Vendor selection framework: objective evaluation criteria, capability scoring models, and standardized compliance and documentation requirements that removed subjective decisions.
Global alignment, manuals, training, and rollout support, including alignment sessions with markets from Japan to Argentina.
The results
- A single, clear operating model for how digital requests are handled across all markets, eliminating ambiguity.
- Clear approvals and handoffs reduced cycle time and confusion between digital, legal, regulatory, and marketing teams.
- Every market followed the same rules, the same steps, and the same criteria.
- Vendor selection became objective, consistent, and compliant across regions.
- The workflow became the basis for future system development, automation, and scaling.
Business Process Architecture
Your core processes mapped end to end, standardized across branches, and documented, so execution stops depending on who happens to be in the room.
Systems & Digital Operations
Independent oversight of enterprise systems programs. We define the requirements, hold the vendor to them, and sequence the work so structure precedes the tool.
Start with a conversation, not a proposal.
Tell us what is happening in the business. If we are the wrong firm for it, we will say so and point you somewhere better. If we are the right firm, you will leave the conversation with a clearer read on the problem than you came in with.
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