Faster service
Requests are solved in one contact instead of three hand-offs.
Target: 40% less handling time
Northwind
Steering committee · Q3 2026
ProjectHorizon
One customer view for every service team: status, results and next steps.
Northwind
Project Horizon
Agenda
01
Why we change
The problem and what Horizon delivers
02
How we deliver
Platform, teams and approach
03
Where we stand
Results, budget and roadmap
04
Decision
What we need from this committee
Northwind
Project Horizon
01
Why we change
Today a customer explains the same problem up to five times.
Northwind
Why we change
What Horizon delivers
Three outcomes, one platform
One customer view
Every team sees the same history, contracts and open requests.
Target: all 12 teams onboard
Secure by design
Personal roles and a full audit trail, compliant with GDPR.
Target: zero critical findings
Northwind
Why we change
From today to Horizon
What changes for customers and service teams
| Today | With Horizon | |
|---|---|---|
| Customer view | Spread across 7 systems | One screen with the full history |
| Hand-offs | 3 teams per request on average | 80% solved at first contact |
| Reporting | Monthly spreadsheets by hand | Live dashboards for every team |
| Access | Shared accounts, no audit trail | Personal roles, every action logged |
Northwind
Why we change
For the first time I could see a customer’s whole story on one screen, and solve it in a single call.
Northwind
How we deliver
One platform, many teams
Every request flows through the same customer record
Who feeds it
What it delivers
Sales
Contracts and quotes
Service desk
Requests and complaints
Customer record
Single source of truth
Customer portal
Self-service, day and night
Live dashboards
Steering on facts, not feelings
Northwind
How we deliver
Delivery approach
Four steps, one release per quarter
1
Discover
Interviews and journey maps with 40 users
2
Design
Clickable prototype tested in two regions
We are here3
Build
Two-week sprints, each ending in a user demo
4
Adopt
Training, local champions and floor support
Northwind
Where we stand
Where we stand
On time, on budget, adoption lagging
On track
87%
Milestones on time
26 of 30 delivered as planned
0%Target 80%
On track
€2.4M
Budget spent
77% of the approved €3.1M
€0€3.1M
At risk
1,250
Users onboarded
Target is 2,000 by March 2027
02,000
Northwind
Where we stand
Budget
Spend tracks just under plan
PlanActualForecast€ million
00.250.500.751.00
0.600.55
Q1
0.900.86
Q2
1.000.95
Q3
0.600.70
Q4
Northwind
Where we stand
Roadmap
Three releases to full rollout
Q1 2026
Kick-off
Charter signed, team of 14 in place
Q2 2026
Release 1
Customer portal live in three pilot regions
Q3 2026
Release 2
One customer view for all service teams
In progressQ4 2026
Migration
Legacy data moved and archived
Q1 2027
Release 3
Dashboards and self-service everywhere
Northwind
Where we stand
Release 1
Live in three pilot regions
- Live since 2 JuneNo critical incidents after go-live
- 4.4 out of 5 user ratingFrom 380 responses to the first survey
- Trained in five daysLocal champions coach their own teams
horizon.example.com/dashboard
Northwind
Questions and decision
Thank you
Decision requested: approve the Release 3 scope and remaining budget.
Alex MorganProgramme manager
alex.morgan@example.comQuestions after the meeting
14 January 2027Next steering committee