The challenge

Seventeen countries, seventeen ways of handling the same request

Credit, return and exchange ran differently in every region, shaped by local policies, systems and hand-offs. Most decisions waited on a manual approval, and neither customers nor agents could predict what would happen next.

The goal

One framework that works everywhere, and adapts locally

Design a global CRE framework that automates routine decisions, gives people clear and predictable status, and still respects each country's policies, logistics and timelines.

Who we designed for
CustomersWant a quick, predictable resolution and to know what happens next.
Care agentsCreate and progress requests, today across several disconnected tools.
Operations & financeApprove credits, process refunds and recover returned stock.
Regional leadsOwn local policies, margins and carrier relationships.
What success looks like