Case study: Business services
Organizational redesign for better customer retention
Table of contents
- Overview
- Breakthrough results
- Organizational redesign challenge
- Roadmap to success
- Implementing across locations
Related Services
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A leading uniform and facility services company excelled at growing the business, but retaining new customers proved more difficult. Customer churn was slowing growth, and leadership traced the issue to overlapping roles and unclear responsibilities that created confusion for both employees and customers. Customers often weren’t sure who to contact for support or were unsatisfied with the support provided leading to inconsistent experiences and frustration.
Working closely with leadership, Eagle Hill identified a critical connection: improving the customer experience required improving the employee experience first. We partnered with leaders and frontline employees to redesign the organization and clarify roles across service and administrative functions, aligning operational structures with customer needs. We also assessed workforce skills, career pathways, and compensation to help strengthen employee retention. Throughout the effort, our collaborative approach ensured the redesign was grounded in operational realities while building buy-in across the organization.
Goal: Organizational redesign that supports customer retention
Improve customer retention and support sustainable growth by delivering an organizational redesign that enables a seamless customer experience.
Unconventional consulting—and exceptional outcomes
FTEs aligned under proposed model across 180 locations
role overlap identified between key management positions
compensation gap identified against market benchmarks in key customer facing roles
The organizational redesign challenge: Improving organizational structure
For years, the company’s nearly 200 locations operated largely independently across regions. Without centralized guidance, roles, staffing, responsibilities, and performance varied by location. Silos emerged and process varied across departments and locations. The lack of consistency furthered internal and external challenges, creating an unsatisfactory service experience for both employees and customers. Our team also recognized the importance of preserving local operational nuance while introducing greater consistency, clarity, and accountability across the enterprise.
At the same time, the company’s leadership wanted to accelerate change and expected rapid progress. Eagle Hill helped the organization balance speed with sustainability — by aligning to leadership’s momentum while ensuring employees could adopt and sustain the changes.
The roadmap to success: A people-centered approach to organizational redesign
Redesigning the organization and roles across nearly 200 geographically dispersed locations was a significant undertaking with implications for employees, customers, and the company’s future growth. From the start, Eagle Hill recognized that success would depend not only on the recommendations themselves, but equally on how employees experienced the change.
Rather than addressing areas for redesign in isolation, we took a holistic approach that examined the full employee experience — including organizational structure, roles, skills, and compensation. This enabled us to identify the root causes behind inconsistent location structures, roles, and customer experiences and define practical, sustainable solutions aligned to business goals.
Our approach was grounded in listening. Managers across locations understood the operational challenges firsthand and wanted to help shape the solution. We engaged frontline employees directly to understand the realities of their day-to-day work. This collaborative process built trust, strengthened engagement, and helped create solutions employees could realistically adopt and sustain.
We also tailored our engagement strategy to fit the workforce. Many frontline employees spent their days in the field without company email addresses or phones, requiring thoughtful approaches to communication and participation. Our team adapted how we facilitated design sessions, gathered feedback, and developed role-specific resources to ensure employees across the organization could meaningfully contribute to the redesign effort and adopt changes.
Our approach combined advanced analytics, frontline collaboration, and implementation planning to deliver practical, sustainable change.
We combined advanced analytics with frontline insight to uncover the root causes affecting employees and the customer experience.
Using advanced data analysis techniques that delivered deeper insights faster, we analyzed feedback the company gathered from nearly 1,000 stakeholders through interviews, focus groups, and site visits. Our team also examined workforce and operational data including job descriptions, role turnover, supervisory ratios, compensation records, and internal and external benchmarking data. We synthesized findings into a clear set of organizational and workforce challenges, along with five priority areas for redesign.
We co-created practical solutions with the people closest to the work.
Through role-specific design workshops, we partnered with employees and leaders to develop redesigned roles and organizational structures grounded in operational realities. Together, we defined a job architecture, career paths, competencies recommendations for key roles, and initial performance indicators that aligned employee success with customer outcomes.
We focused on adoption from the start by equipping leaders and employees to sustain change.
Rather than stopping at recommendations, we developed implementation resources tailored to different levels of the organization. Senior leaders received action plans to guide rollout and drive adoption across locations, while managers were equipped with facilitation guides to support their teams through the transition. Role-specific job aids and launch toolkits helped employees understand new responsibilities, how roles would evolve, and how the redesigned organization would work in practice.
Implementing organizational redesign across 180 locations
Following our engagement, the organization emerged with something it had never had before: a documented and scalable framework for how work gets done. The redesign recommendations supported approximately 4,000 employees across 180 locations nationwide, helping bring greater consistency and alignment to a highly decentralized organization. The company now has clearly defined roles, documented expectations, and 34 role-specific resources designed to help employees understand and excel in their jobs. Just as importantly, the work established greater organizational clarity and a more structured approach to supporting employees through change — positioning the company to navigate future transformation efforts with greater consistency and confidence.
The [Eagle Hill] team demonstrated an exceptional ability to navigate a highly dynamic and evolving environment during a critical period for our organization. The work created lasting value well beyond the original scope of the engagement.”
-Eagle Hill client
