re:innovation launches Customer Operations Department to support long-term client success

As re:innovation continues to grow and more clients choose to expand their journey with us beyond implementation, the company is taking another step in strengthening its service portfolio with the creation of a dedicated Customer Operations department. The new department is led by Lia Teodorescu, who takes on the role of Customer Operations Manager.

The decision reflects the evolution of re:innovation from a project-focused implementation partner to a company that supports clients throughout the entire lifecycle of their solutions, ensuring continuity, operational excellence, and a structured approach to post-implementation services.

"One of the key expectations clients have today is responsiveness. They need the confidence that their requests are acknowledged promptly, assessed according to an agreed level of priority and not left unresolved for days at a time. At the same time, successful customer operations require collaboration from both sides. Regular reviews, transparent discussions around open tickets and a shared understanding of priorities help us maintain realistic expectations and make informed decisions. Not every request can be treated as a top priority, and recognizing that is essential for ensuring both transparency and predictable delivery”, explains Lia.

Supporting clients beyond go-live

Over the past years, re:innovation has successfully delivered projects across multiple markets and industries, helping retailers, manufacturers and distributors transform their operations through technology and business process improvements. As the company's customer base continues to mature, an increasing number of clients choose to remain engaged with re:innovation after implementation, relying on the team for ongoing support, enhancements, new developments, portfolio extensions and continuous improvement initiatives.

The creation of the Customer Operations department is a direct response to this growing demand. „Our clients increasingly see us not only as an implementation partner, but as a long-term advisor. Building a dedicated Customer Operations function allows us to maintain and strengthen the relationships we have developed throughout the implementation journey while ensuring a consistent and scalable service experience," says Lia Teodorescu.

Creating a bridge between teams and customers

The Customer Operations function sits at the intersection of business consulting, technical delivery and customer support. The function is responsible for ensuring the traceability of post-implementation requests, whether they involve custom developments, new functionalities or portfolio extensions, while also overseeing delivery quality and operational efficiency. By bringing these different perspectives together, Customer Operations helps ensure that customer needs are translated into clear actions and delivered consistently across teams.

Rather than simply collecting requirements and providing effort estimates, the team aims to help customers identify the most effective solutions from both a technical and business perspective. For clients, this means faster response times, clearer prioritization, increased transparency and a structured framework for managing requests, enhancements and ongoing development initiatives.

„It is important that clients know we are not just processing requests. We analyze whether a proposed development makes sense from both a technical and business standpoint and, whenever needed, we recommend alternatives that may create more value," Lia explains.

Building a scalable operation for future growth

One of the department's immediate priorities will be establishing scalable processes that can support a growing Continuos Services portfolio while maintaining consistent service quality. “Every new initiative, from implementing our new Helpdesk platform to refining internal workflows, should create a foundation that any team member can build upon when supporting a new customer. The goal is not only to deliver a great experience today, but to create a consistent and sustainable model for the future”, explains Lia.

As re:innovation continues to expand, scalability becomes increasingly important. Processes that work for a handful of customers need to be repeatable, transparent and effective for a much larger client base in the future.

For Lia, success will ultimately be measured not by the number of issues solved, but by the ability to anticipate customers' needs before problems arise. "The goal is to move beyond simply reacting to issues. We want to proactively identify opportunities, anticipate customer needs and help our clients get even more value from the solutions they use."

"A year from now, I hope our team will spend less time reacting to problems and more time anticipating customer needs. Whether we're discussing support requests, new functionalities or additional solution modules, our role should be to stay one step ahead and help customers unlock more value from their solutions”.

A natural next step in re:innovation's evolution

The launch of the Customer Operations department marks another milestone in re:innovation's growth journey. With Lia leading the new function, re:innovation is investing in a more structured, scalable and proactive approach to customer engagement, helping clients maximize value long after a project reaches go-live.

As re:innovation continues its transition from a Romanian implementation company to a regional business transformation platform, customer operations becomes an increasingly important capability. Alongside delivering projects across multiple countries, the company has recently strengthened its presence in Finland through the establishment of a local office and the development of a growing team of retail and supply chain professionals. Today, the Finnish team brings together consultants with extensive experience in RELEX implementations, business consulting and customer-facing roles, further expanding re:innovation's ability to support clients across Northern and Central Europe. As the organization grows beyond its home market, building scalable customer operations processes and ensuring a consistent customer experience across countries becomes essential for sustaining long-term growth.