+26%
Service consistency
Improvement in standardized delivery quality index.
Growth
Relay Horizon
B2B service operations
Distributed service businesses scale when local execution follows a shared system.
-33%
Ramp time
Faster onboarding for new locations and managers.
+19%
Manager utilization
More leadership time shifted from firefighting to planning.
Challenge
Relay was expanding quickly but operating variance across locations made outcomes unpredictable and difficult to manage centrally.
Standardizing without slowing teams
The objective was to preserve local execution speed while introducing shared quality thresholds.
We designed standards that clarified expectations without forcing a rigid one-size-fits-all process.
Leadership leverage at scale
Regional leaders gained a shared language for risk, quality, and expansion decisions.
This reduced escalation noise and improved long-range planning confidence.