CUSTOMER SERVICE AND ORDER PROCESSING IMPROVEMENT

Business Challenge
This large international telecommunications company needed to improve the timeliness, service quality and efficiency for processing of customer orders and requests. The scope of the project included their consumer markets segments. The goal of this project was to identify the source and extent of the problem, define a solution set and then design new or revised business processes. The work also involved the analysis of the use of new technologies to enhance customer representative productivity.

Solution
The project team performed a complete process workflow analysis of all customer service and order processing functions including the IT functions. The project team also developed a detailed activity cost analysis of all related processes. Based on this detailed review and analysis, recommendations were made in the following areas:

• Create process, IT and organization changes to increase efficiency and effectiveness
• Map business functions across departments to determine the extent of the problem and possible process solutions, which included an activity cost analysis
• Develop a new customer service representative platform to integrate marketing, ordering and service into a single integrated flow, which included development of a prototype
• Design a new management reporting process to improve overall planning, visibility and control of the process

Results
This work identified significant savings and opportunities to improve both service quality and timeliness.

SOLUTION SPOTLIGHT

Process Improvement
Companies face pressures to reduce costs and improve profitability while balancing the need to satisfy customers and improve service quality. Eagle Hill specializes in identifying and designing performance improvements that help your organization reach – and exceed – your goals. Read more.