Challenge & Situation
An internationally active building materials supplier was in the middle of a global change project that defined the two fields of action “commercial excellence” and “digitisation” as strategic priorities. The goal was to enable long-term profitable growth for the company through the digitisation of commercial functions worldwide.The transformation of customer service processes and organisation was the last remaining area that was missing from the overall vision. In order to close this gap, a global strategy for the future of customer service was to be developed, which, in addition to the content-related design, was to provide for successful dovetailing with surrounding programs, areas of responsibility and various stakeholders.
Our approach
In an initial market phase, our Customer Transformation experts conducted a holistic status quo analysis of service organisations in various national companies, identifying individual paint points and requirements as well as deriving findings and initial hypotheses.
In the next step, benchmarking analyses and targeted field visits to various companies in the B2B sector identified best practices in the context of customer service – with regard to potential for improvement in the areas of strategy, structure & responsibilities, processes & technologies, control & continuous improvement, and employees & training.
On this basis, a target image for the “customer service of the future” was developed together with the client and calibrated and agreed with various stakeholders. Our team identified key cornerstones and prioritised fields of action that describe the future of successful customer service and thereby pay attention to the goals of customer satisfaction, market exploitation and productivity.
The project scope also includes the concrete elaboration of the contact center in terms of an organisational blueprint, including the development of concrete role profiles and planning of a roadmap for implementation.
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Result and impact
At the end of the project, our team not only managed to provide the customer with transparency regarding all pain points, requirements, levers, and best practices in the area of customer service, but also created a holistic and implementation-oriented vision for the global realignment of the service organisations. In addition, we have directly triggered organisational change and concrete implementation with the specific design for the contact center area and targeted implementation measures.
Customer Transformation
We transform business models for sustainable customer growth.
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