Peanut Butter & Co’s products have been beloved by their customers since before the internet was in most of our homes. However, adapting to the latest digital tools was a significant hurdle for this traditionally non-digital company. I collaborated with Peanut Butter & Co. to conduct a comprehensive audit of their customer service and experience systems. I undertook the task of migrating their data to advanced customer service software and overhauled all their customer service processes, standard operating procedures (SOPs), and key performance indicators (KPIs).

Recognizing the magnitude of this transition for Peanut Butter & Co, I provided comprehensive project management support and facilitated this change through extensive training, regular office hours, and in-depth documentation. My goal was to ensure the migration was as seamless and disruption-free as possible.