Transparency by a finger tip 

SAP Service Management Dashboard Europe 

Definition of requirements and data warehouse structure, data export, dashboard design, implementation incl. user training

Result: 

Data availability Europe-wide on the following day - Margin transparency per customer.

Margin improvement in mobile customer service

Definition of uniform requirements (internal and customer) for functionalities and processes, change management, implementation of a control software in mobile customer service, interface design to ERP system, implementation incl. user training, review process regarding effectiveness.

 Result:

- Harmonization of processes for mobile customer service - billing of the technician's performance directly to the customer - transparency on a daily basis - improvement of "1st Time Fix" performance in mobile customer service by approx. 15% over a 2-year period.

Turnround in mobile customer service

Performance improvement - NetPromotorScore, change management, transfer of new logistics processes, implementation of new mobile customer service software.

Outcome:

- Improvement in service revenue and EBIT - Improvement in NPS score.