Client: Large global enterprise migrating work from headquarters to GCCs based in India and Eastern Europe

Challenge: A transition timeline was fixed, but knowledge transfer risk was high and delivery stability was at stake.

What we did

Coucal’s consultants:

• Built a service catalogue and agreed on activities to be transitioned

• Developed a transition plan with KT approach, risks, milestones, and stabilization gates via transition phases

• Facilitated working sessions to align stakeholders on decisions and trade-offs

• Introduced practical visibility and escalation paths without heavy reporting

• Supported stabilization period with continuous improvement loop

Outcomes

• On-time transition with reduced critical incidents during stabilization

• Faster time-to-competency for receiving team by 30%

• High customer satisfaction, with improved stakeholder confidence and clarity of ownership

Capability built

Detailed service catalogue, transition playbook, KT templates, and a “stabilize and improve” operating rhythm that allowed for smooth execution.