WEGO CHEMICALS EMEA
SERVICE 2.0
Service Excellence & Organization Scaling
Introduction
Wego Chemical Group is a global chemical distribution company with a strong presence across EMEA. Within this region, Wego is actively scaling its service organization to support growth, increase consistency, and strengthen customer experience across markets, functions, and teams.
Growth & Development Challenge
Wego Chemical Group EMEA set out to build a scalable, customer-centric service organization that could support ambitious growth targets while maintaining high service standards. The challenge was not limited to skills or training, but centered on creating clear standards, ownership, and alignment across Customer Service, Sales, and Logistics.
KeyWe was asked to support Wego EMEA as a leadership & development partner in shaping this growth journey: defining direction at management level, translating strategy into execution, and embedding service excellence into daily operations.
Building a scalable service organization
KeyWe supports Wego EMEA in designing and enabling a scalable service model, starting with the CSR organization and extending into Sales and Logistics. The focus is on building clarity, ownership, and consistency, while keeping the organization agile and responsive to customer needs.
At management level, we work together to define the growth path and translate it into a clear organizational roadmap.
Agile growth governance
A central element of the approach is the organizational growth sprint board. Together with the management team, KeyWe helps define and prioritize strategic and operational initiatives that are reviewed and delivered on a monthly basis. This structure ensures focus, transparency, and execution discipline across the organization. All service related teams own their own sprintboard. collectively they push for service excellence. Translating opportunities and resistance into visibility, process improvement and ownership. Building Serive 2.0 day by day.
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Monthly management reviews are used to assess progress, adjust priorities, and determine what is needed to continue moving toward the growth objectives.
Service standards & ownership
A key focus of the engagement is building strong service standards and ensuring ownership at team level. This includes:
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Defining and owning service standards
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Deploying and improving SOPs at team level, rewritten and aligned with ISO norms
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Actively engaging teams in writing, improving, and maintaining their own standards
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Rather than imposing processes top-down, the emphasis is on creating engagement and accountability for continuous improvement. Transforming frustration in optimization, placing the mandate and tools to improve on operational level.
Service excellence & engagement program
KeyWe supports the deployment of a service engagement program that combines training, practical tools, and clear standards. Topics addressed include:
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Internal SLA KPIs and dashboarding
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Stakeholder management across Sales, Logistics, and Customer Service
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Defining a clear service vision and service values, translated into concrete team norms and behaviors
Where needed, KeyWe provides hands-on support in organizing, optimizing, and simplifying standards to ensure they are workable and applied in daily operations.
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Resultaten
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A clear growth path and execution rhythm at management level
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A functioning organizational growth sprint board with monthly delivery of strategic initiatives
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Stronger ownership of service standards and SOPs at team level
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Increased engagement in continuous improvement across CSR, Sales, and Logistics
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Clear internal KPIs and dashboards supporting service performance and decision-making
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A shared service vision and customer-centric way of working across the organization
Conclusion​
The partnership with Wego Chemical Group EMEA demonstrates how service excellence, ownership, and scalability can be built in a structured yet agile way. By combining clear standards, management alignment, and continuous execution, Wego EMEA is strengthening its service organization and setting a higher benchmark for customer-centric performance in the market.
De combinatie van coachend leiderschap en persoonlijk eigenaarschap is super krachtig. Een echte strategieversneller!
Natasja Verschuren - Talent and L&D Manager
DS Smith Packaging Benelux
