Customer Service operations optimization

Approach

01.

Assessment

  • Key customer service and support logistics processes mapping.
  • Work sessions to assess issues / gaps through Value Stream tools.

02.

Redesign

  • Redesign of the operating and organizational models.
  • Definition of the process improvement levers (e.g., differentiation of service levels, automation to accelerate order management., stronger controls over consignments, etc.).

03.

Benefit case and roadmap

  • Leveraging Value Stream Management tools, assessment of the organizational and process solutions impacts on costs and key service performance metrics.
  • Translation into a multi-year business case.

Key Outcomes

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