Situation:

A German mechanical engineering company with three subsidaries and 400 employees, 12 of them in the field, worked with customary software solutions such as CRM, logistics, etc. In the daily work, a lot of information was lost or was not optimally accessible. As a result, efficiency and quality suffered. Now, as part of a „digitization offensive“ new software was to be introduced.

Method:

1. We analyzed all process steps from the initial customer approach to quoting, order processing to delivery and processing.
2. Next, we examined all touchpoints throughout the customer lifecycle in terms of expectations and experience
3. We also held intensive discussions and workshops with employees from all departments

Results:

After three months, we were not only able to provide extensive recommendations for optimizing the processes, but also an integrated digitization concept that was successfully implemented within 6 months. This now allows:

1. Track and influence the entire process from initial contact to delivery in a transparent manner by all relevant parties.
2. Collect and process customer complaints in real time.
3. Predict delays and proactively eliminate them.
4. Track overall work progress per project and employee from anywhere in the world

The error rate was thus drastically reduced and project efficiency increased. Thus, in the medium term, price advantages could be passed on to the customer, which in turn increased competitiveness.

Situation:

A German service company with 14 foreign locations and 380 employees strives to better connect the foreign branches to the parent company. Specifically, this meant digitizing the entire workflow and introducing cloud solutions.

Method:

1. We carried out a digitization inventory and recorded steps already taken
2. Subsequently, we determined the concrete requirements of employees, international necessities, and process steps
3. In addition, through workshops and individual interviews, we identified internal barriers of subsidiaries and their employees against greater transparency

Results:

After two and a half months, we presented a complete action plan, including a timetable. We also created a communication concept for all implementation steps, as well as solutions to minimize application barriers. Our customer could achieve the following advantages:

1. Through a central cloud and CRM solution, all employees had access to all relevant information
2. International customers could be served equally well across national borders.
3. Quotations and customer inquiries could now be answered on average within 5 days, within 4 hours.

The company was thus able to increase its international customer base and service-oriented and save costs in the amount of € 900,000 in the first year (according to the company’s own information).