Customer satisfaction in production

Manufacturing companies face a variety of challenges in the area of customer service. On the one hand, there is considerable pressure on margins in mass business, which is exacerbated by external influences such as digitalisation, supply chains and market diversification. As a result, the cost-to-serve (costs for processing service requests) is becoming a particular focus. These costs can be reduced by up to 75% through the use of automation and AI in billing and customer service processes.

Internal factors also pose a challenge for manufacturing companies. The heterogeneous system landscape makes it difficult to obtain a comprehensive overview of customer data. At the same time, unsynchronised contact channels, a lack of self-service options and aborted repair and maintenance processes due to an inadequate database lead to further problems. The result is frequent contact cancellations or cost-intensive repeat assignments. To ensure a smooth customer experience and high service quality, companies need to invest more in improving their service.

We support you in integrating all service-relevant channels, customer data and processes into a modern service infrastructure. With AI-supported services such as voicebots, chatbots, intelligent route planning and worker assistance functions, we shorten process throughput times and automate routine tasks. By integrating your CRM or ERP system into the service process, we enable a comprehensive 360° view of your customers.

Our service transformation includes comprehensive performance measurement. We focus on key metrics such as revenue (e.g. commodity costs), gross profit (e.g. costs for new customer acquisition and existing customer handling) and first time fix rates (successful first-time fixes). These key figures help you to continuously increase customer value over the targeted service life.

Together, we evaluate the maturity of your service offering through assessments, workshops and interviews and develop a future-oriented project roadmap to transform your service centre into a profit centre. The focus here is on optimising your core processes in the areas of billing, sales, maintenance and customer service. We focus on AI-supported processes such as

• Real-time translations
• Mood recognition
• Automated logs and repair reports
• Remote maintenance assistance
• Geodata-based route optimisation
• Suggestions for answers and cross-selling
• Real-time coaching based on relevant customer information