Extend and optimise the range of services in After Sales- that was the target of our sponsor which ISAC Consulting was to achieve. To this aim, a detailed analysis was to be carried out. As a result, relevant processes were to be made more efficient and further business potential was to be revealed.
The focus of the process analysis was on Call Management handling as well as the entire process chain in After Sales Services.
The logistic and operational challenges were defined as follows:
After comprehensive tests and validation of service processes an potential for optimisation in troubleshooting and failure-handling was revealed on the basis of the ISAC Reference Process House. In detail, the following were carried out:
