This document outlines a case study where a multidisciplinary team assessed Volvo Car Customer Services (VCCS) strategic plan. The team spent 3 days in Brussels developing an assessment plan and hypotheses. They then spent 4 days at Volvo, conducting 30 interviews, attending meetings, visiting dealerships, and testing their hypotheses. The team reported back that VCCS's strategic plan was robust but provided recommendations. They also held a 1-day workshop with VCCS management. Key learnings included benchmarking another company in transition, understanding VCCS challenges, and gaining perspectives from colleagues in different industries and sectors. Volvo benefited from an independent review of their strategy, organization, and KPIs as well as best practices