The customer is a large sales, trading and retail company dealing with consumers, business customers and business partners. Its strategic alignment is clearly directed towards innovation and services. The product range includes own and third-party products and therefore places special demands on an efficient processing of the service procedures.

Initial situation

During the course of customer support, various service procedures are processed (e.g. guarantee, warranty, complaints, exchanges, "minor repairs" incl. issuing replacement equipment). These tasks are time consuming and tie up the employees and are therefore merely settled on a flat-rate basis by the partners.

The challenge

• Increasing efficiency and transparency
  Recording and implementing all service procedures of the company are to be supported and optimised by way of state-of-the-art technology
• Integration in the central sales controlling and settlement system
  The new system must be integrated in the existing database structure with all functions and interfaces.

Implementation – from the ACTUAL to the TARGET situation

• Data warehouse link
  Designing a new service processing software and its link to the existing data warehouse provides the customer’s service management with comprehensive maintenance and evaluation functions.
• Increasing efficiency
  DDeveloping and implementing the following functionalities gives rise to considerable savings in time and ultimately in financial resources:
  • Digitalising the "order processing"
    Dispensing with the paper interface to the telecom partners in place at the start of the project in favour of more efficient working sequences.
  • Customer transparency
    System-wide, coherent illustration of all customer data and the customer behaviour by way of the introduction of a SAND Analytic Server, which is filled from existing data sources.
  • Monitoring
    The system provides split-second monitoring of all service cases and appertaining costs. This allows for detailed review, evaluation and verification of each individual service process and employee. Facts and figures that form a solid basis for strategic reactions from the product and service point of view.
  • Service support
    The application guides the employee intuitively through the processing procedure. Various margin notes and dynamic additional functions have been created in the form of a directory structure in the application and are available to the employee in dynamic form during the processing of the respective service procedure.
    Establishing links to the portals of all partners enables the service employee to call up product or service specific information and tools such as mobile check-ups. The overview and structure are improved by way of the following functions: representation of service cases yet to be processed, detailed illustration of goodwill and the central administration of exchange and replacement equipment.

The result

The huge increase in efficiency became evident even during the pilot phase. In view of the equally huge delight among employees in respect of the intuitive and comfortable use, the customers management awarded us with a statement of "Very Good!" The system was incorporated into productive operations on 01.04.2006.