Mandate:
Integration of the customer service area into the company with a reduction in costs and implementation of a revised structure

Client:
A company in the field of navigation

Measures:

  • Implementation of a personnel structure for call and repair centres

  • Increased customer satisfaction as a result of faster and higher quality processing of repair cases

  • Prepared job descriptions with corresponding personal responsibility for the employees and a relating incentive programme

  • Developed KPIs for all workflows

  • Introduced measures to increase productivity

  • Developed a reporting system with recommendations for action for management and shareholders

  • Conducted qualitative analysis of service indicators and established a continuous improvement process with product

Success:

  • Reduced costs by about 30% in the first 6 months
  • Achieved faster reporting of technical series problems, leading to an improvement in product quality

Contact:

Christian Göpfert
Lilienweg 5
86368 Gersthofen

+49 (0)160 / 90216481
christian.goepfert@via-momentum.com