Transforming Ecolab’s service model with digital innovation

Project summary

Ecolab, a global leader in manufacturing, partnered with Clockwork to modernize its service delivery model through a multi-phase pilot to drive digital innovation. The initiative aimed to digitize key processes, improve customer adoption of digital tools, and deliver a scalable, efficient, and customer-centric solution. By focusing on actionable results and a collaborative approach, Clockwork helped Ecolab achieve measurable improvements while laying a foundation for long-term transformation.

See our Ecolab case study

The challenge

Ecolab faced a significant challenge: despite investing in digital service tools, their Institutional customers were reluctant to adopt them, preferring traditional communication channels like direct calls to their field rep or falling back on 1-800 call centers and manual dispatch systems. This created inefficiencies, strained resources, and limited scalability. Ecolab needed to identify and overcome barriers to digital adoption while ensuring its reputation for high-touch, personalized service remained intact.

Additionally, like many large enterprises, Ecolab struggled with "planning paralysis", a frequent outcome of working with traditional large consultancies. As a key stakeholder put it:

“We were stuck in endless planning cycles with big consultancies throwing bodies at the problem but not delivering actionable results. Clockwork helped us break free of that and make real progress.”

Ecolab sought a partner capable of bridging the gap between strategy and execution, someone agile enough to move quickly but experienced enough to deliver meaningful, scalable solutions.

Clockwork's approach

Clockwork entered the partnership with a mission to help Ecolab move past the planning phase and into execution.

Rapid prototyping & tangible solutions

Unlike their experience with large consultancies that focus on strategy alone, Clockwork emphasized creating tangible prototypes early in the process. As one of our stakeholders explained:

“Clockwork helped us take the strategy and make it actionable by delivering functional prototypes we could test in the field. That made all the difference.”

These prototypes allowed Ecolab to test ideas in real-world conditions, gather feedback, and iterate quickly, ensuring that solutions addressed actual user needs.

Comprehensive service design

Clockwork developed an innovative current-state service blueprint that connected people, processes, and technology. This living blueprint served as a foundational artifact, guiding not only the pilot but also future initiatives. Another stakeholder highlighted its lasting impact:

“The service blueprint didn’t just end with the engagement. It’s something we’re still using to map pain points and value opportunities across the organization.”

A collaborative, outcome-focused partnership

Clockwork’s nimble and people-centered approach stood in contrast to larger consultancies:

“With big consulting firms, their incentives are often misaligned—they’re trying to sell more work. Clockwork, on the other hand, focused on outcomes and value, making sure every team member brought that mindset to the table.”

By prioritizing outcomes over hours billed, Clockwork worked as a genuine extension of the Ecolab team to deliver meaningful, measurable results.

Outcomes

Through this collaborative approach, Ecolab achieved significant, quantifiable results:

• Efficiency Gains: Reduced on-site service requests by 20% in pilot areas, freeing field teams to focus on high-value activities.
• Enhanced Service Delivery: Improved the length and value of service visits, demonstrating greater efficiency and added value.
• Actionable Tools: Delivered a reusable service blueprint, enabling Ecolab to refine and scale its digital service model across various customer segments.
• Customer-Centric Focus: Enhanced customer satisfaction through faster issue resolution and personalized service.

Why Clockwork?

Breaking free from planning paralysis

Traditional consultancies often overemphasize strategy at the expense of execution. As one key stakeholder noted:

“With the big consultancies, everything becomes a massive project with endless meetings and no real progress. Clockwork was different—they didn’t just talk; they helped us act.”

Human-centered transformation

Clockwork recognized that successful transformation isn’t just about technology—it’s about people. Our holistic approach addressed the human elements of change management, working closely with Ecolab’s teams to build trust, align on priorities, and ensure sustainable adoption of solutions across the organization.

“Clockwork came at this holistically. They didn’t just address technology or process—they connected everything, focusing on the people who drive change. That was critical.”

A scalable, real-world approach

By starting with focused pilots and lightweight prototypes, the project avoided the common and costly pitfall of building the wrong enterprise solution. This validation-first approach allowed Ecolab to test core solution hypotheses quickly and inexpensively, ensuring that larger technology investments would address genuine user needs. The resulting framework not only minimized risk but also accelerated learning, setting the foundation for confident scaling across the organization.

“Clockwork helped us avoid the trap of over-planning. Their prototypes and blueprints gave us something real to work with.”

Lessons learned

The partnership with Clockwork also highlighted key insights for Ecolab:

• Start Small, Scale Big: Prototypes provided the clarity needed to scale solutions confidently.
• Focus on Execution: Strategy only delivers value when it translates into action.
• Prioritize Alignment: Clear communication and stakeholder buy-in were essential for success.
• Design for Adoption: Focus on sustainable adoption through human-centered design.

Client testimonial

"Clockwork’s ability to deliver tangible solutions and connect strategy to execution made all the difference. Their holistic approach and focus on outcomes created lasting value for our organization."

Ecolab Stakeholder