Insourcing of customer service with cost reduction and a new personnel structure

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