Key Objectives
- Implement and aligned, efficient and effective operating model
- This operating model will act as competitive advantage for the company, regarding speed, agility, responsiveness and quality of service
- Improved customer experience
Our Approach
- We firstly evaluated the end-to-end operating model and processes
- Mapped and assessed the as-is operating model, structure and services for the after-sales service
- Evaluated all customer interfaces and communication used during after-sales service journey
- Identified efficiency improvement opportunities in the structure and processes of the service function and connected them with quantifiable efficiency benefits
- Determined specific KPIs and performance reports in order to continuously improve efficiency and effectiveness
- Defined and prioritized improvement actions to implement the new operating model
Impact for our Client
- Improvement in process efficiency, use of resources and FTE allocation
- Significant benefits to customer experience
- Transparency, control and monitoring of all processes
Implementation Stages
Optimized Processes
Prioritization of suggested Action points based on complexity and customer impact
