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