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Digitization Customer service
Information about the customer
- Brand owner: Workwear
- Revenue: >50 million €
- Number of employees: < 500
Information about the project
- Term: 2 months
- Project team: 9 people
- GCS consultant team: 2 people
Project assignment
- Analysis of the current processes and structures
- Development of optimization approaches in the area of customer service with a focus on digitalization
Results
- Fit/gap check of all processes with elaboration of potentials with a focus on digitalization
- Evaluation of suitable software solutions with elaboration of cost and decision bases
- Solution approaches for structural and organizational gaps with a focus on quick wins
Project description
structures and the use of systems in the area of customer service. In the first step, the department evaluated and structured its own processes. With the help of the fit/gap analysis, various gaps in the structures and processes became visible. With the help of the project team, the gaps were then classified according to their potential in general and for digitalization and divided into modules. Together, solution and optimization approaches were developed, which then served as decision templates including cost indications for partners and any systems to be used. In addition, recommendations for QuickWins were developed with the help of the project team. The digitalization of customer service processes was advanced and set up for the future with suitable software and digital service approaches.Contact: Angelina Schock, Managing Partner
schock@gcs-consulting.de