Global Footwear Company

Simplifying a worldwide customer support experience

The challenge

Separate help websites for each language-locale combination made updates repetitive and expensive. Changes required coordination across localized sites, knowledge-base authors, and service operations.

My approach

I visited service-desk teams and worked with authors and operational stakeholders to understand their workflows. Alongside engineering, I helped consolidate sites around shared languages, rebuild backend capabilities, and introduce chat and scheduled callbacks. We also introduced a caching strategy where none had existed, using the existing Akamai infrastructure.

The outcome

The footprint decreased from 28 sites to 11—a 60.7% reduction. Caching reduced help-page transactional costs by 40%. These were separate improvements: consolidation simplified operations, while caching lowered the cost of serving help content.