optimization of customer service processes

Successful digital transformation in customer service

In a customer service center with around 20,000 contacts per day across various channels, significant efficiency gains were achieved by realigning document processing procedures. The high administrative workload and long response times were drastically reduced by introducing digital process handling and electronic customer files. The optimization and standardization of processes led to a competitive advantage and an impressive return on investment (ROI) of over 200% within just 17 months. Project management and close cooperation with experienced colleagues contributed significantly to the success.

Headquarters: Düsseldorf

Employees: approx. 15,000

Revenue: approx. €13 billion (2022)

CHALLENGE AND REQUIREMENTS

Approximately 20,000 customer contacts daily in the customer service center—by phone, fax, email, and letteremail, and letter
High administrative costs result in long response times and a lack of transparency when dealing with customer inquiries and concerns.
Reorganization of document processing procedures, as they are very time-consuming, manual, and complex.
Provision of a consistent customer- and process-oriented organization

SOLUTIONS

Optimization and standardization of customer service processes (e.g., orders, cancellations, terminations, service changes)
Introduction of digital case processing (including automatically generated replies) with the creation of outsourcing options
Introduction of electronic customer files

Employee Quote

Standardization and digitization of processes

Through the gradual standardization and digitization of all customer service processes, our client once again has full process control and the option to outsource individual processes to external service providers as needed.

Birger van der Spek

Managing Consultant
ISR Information Products AG

WHAT THE CLIENT VALUES IN US

Creation of customized solutions in the field of document management and process control
Excellent project management to meet agreed targets
Pleasant collaboration with motivated and experienced project colleagues