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B&O Service

Partner since 2004

A co-creative approach to organisational growth

Transformation & change

Rapid digital transformation has positioned B&O Service as a market leader for German housing service solutions. At the same time, they were facing challenges when it came to maintaining seamless communication and collaboration. We tackled these complexities with the integration of advanced communication tools, fostering a culture of co-creation and collaboration across all levels of the organisation. Through innovative workshops, agile-inspired processes and the creation of a key user community, we enabled over 1,700 employees to adapt to new digital workflows. This strategic approach not only improved communication and accountability, but also reinforced B&O’s position as an industry innovator in a rapidly evolving landscape.

Need

Overcome fragmented communication and disconnected workflows by creating a cohesive digital workspace that fosters collaboration, transparency and a sense of community across 1,700 employees.

Result

A unified MS Teams-based infrastructure and agile workflows, enabling 1,000 technicians to modernise 5,000 apartments annually with seamless coordination.

Impact

Streamlined operations and an engaged workforce delivering faster services and setting new efficiency standards for 600,000 housing units.

We’ve significantly enhanced our internal communications and fostered a robust sense of community within our digital environment. Ray Sono’s approach, based on small, iterative changes and direct employee involvement at all levels, has led to improved engagement, a streamlined information flow and a more cohesive organisational culture.

Rabih Kanaan

CEO

B&O Service

THE CHALLENGE

Staying connected at scale

The previous digital workspace presented significant challenges that were hindering teamwork and cohesion. Fragmented communication channels and outdated processes made it difficult for team members to work effectively, impacting collaboration and responsiveness. Additionally, the digital shift had led to a diminished sense of community and shared purpose, as employees felt increasingly disconnected from one another in this scattered organisational structure. Addressing these core issues was essential to restoring efficient, unified workflows and a cohesive team environment.

What we did

Building the foundations for change

Evidence-backed insights for strategic change: we built a solid data foundation through in-depth on-site research conducted alongside technicians, ensuring every change initiative was backed by empirical evidence. This data-driven approach strengthened decision-making and formed the basis of our solution.
Unified communication with MS Teams: by introducing MS Teams as the primary internal communication platform, we established cross-hierarchical channels and co-creation workshops. This fostered a collaborative business mindset, uniting the organisation at every level.
Agile-inspired team meetings: structured team sessions were rolled out across the organisation, promoting transparency, accountability and direct interaction among technicians. These agile-inspired meetings encouraged open dialogue, driving engagement and performance.
User-driven app development: we developed a key user community linking application teams and end users. This co-creation process shapes app development to meet users’ real needs, bringing visibility to future releases and aligning digital solutions with practical demands.
Impact at scale: all initiatives were successfully implemented across 1,700 employees, laying the groundwork for a digitally connected and user-centred workplace.

How we did it

Engaging, iterative and systemic

Empowering from the ground up We involved employees from the start, valuing their insights and trusting them as ‘change multipliers’. By harnessing collective expertise, we shaped and refined solutions that resonate across the organisation.
Iterative change, minimal risk Rather than grand plans, we introduced agile, testable prototypes based on field research. Successful measures were scaled up, while others were adapted or discarded – keeping risk low and impact high.
A systemic perspective We approached transformation holistically, recognising that true progress requires coordinated actions across the entire system. By addressing interconnected challenges rather than isolated issues, we delivered solutions that strengthened the organisation’s foundations and ensured long-term success.

FACTS

Project in numbers

1,000

qualified in-house technicians collaborating on repair and maintenance tasks

600,000

housing units serviced nationwide

5,000

annual apartment modernisations completed across Germany and Austria, ensuring on-time project delivery

The results

Through this transformation, B&O Service has achieved remarkable operational efficiency and team cohesion. We established a robust communication infrastructure, enabling 1,000 technicians to coordinate seamlessly across tasks. Agile, cross-functional workflows have driven a substantial increase in productivity, resulting in the completion of 5,000 apartment modernisations annually across Germany and Austria, all on schedule. The result is a scalable, resilient service model that meets today’s housing demands with a streamlined approach, setting new standards in service delivery for 600,000 housing units nationwide.

What we learned

Transformation thrives when every employee has a voice and an active role. By embracing co-creation with B&O, we saw first-hand that sustainable change is a shared journey. Our collaboration underscored the power of listening, learning and iterating – a partnership model that not only meets operational needs, but also strengthens the fabric of an organisation from the inside out, improving lives for those on the front lines.

Real transformation happens when everyone is fully involved, not through top-down directives. Together with our partners, we successfully developed a collaborative approach that empowers each employee to actively shape and carry the change forward, embedding it authentically at every level of the organisation.

Franz Steinberger

Principal Consultant & Lead Strategy

Ray Sono

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Manufacturing & Industrial Services