Customer Service Management

Successful customer care

Customer service has been a strategic success factor for many companies for a long time now. It is actively used to help companies to stand out from the competition, to attain customer loyalty and to achieve additional revenues.

MATERNA implements customised Customer Service Management solutions. We advise on developing improved workflows and support these processes with tailor-made IT solutions. We provide you with strategy and process advice as well as with the analysis, design and selection of suitable IT systems. Building on this, we create sustainable individual solutions for Customer Service Management.

We take care of integrating the solution in the existing frontend and backend applications and thus provide smooth interaction for all. With our experience in project management and our proven procedural model for design and implementation, we can put your demands reliably into practice. Partnerships with market leading technology producers ensure the most suitable hardware and software products are selected. We thus cover the complete spectrum of customer service: from the receipt of a service request at the customer service centre or customer web portal, through order and complaints management up to controlling for field services.

MATERNA Masterplan for Customer Service Management

So as to be able to implement customer Service Management projects successfully, we have developed the MATERNA Masterplan. This open and simultaneously comprehensive procedural model for implementing customer service initiatives takes strategic, organisational, process and technology aspects into account. It is organised in four phases:

1. The strategic analysis phase

2. The conceptual design phase

3. The transition phase (preparation for the operative phase)

4. The operative phase

The MATERNA Masterplan consists of various individual modules and thus breaks down complex structures in customer service into sensible units. The individual modules can be used on their own and can also be integrated in the approaches which already exist in companies. The MATERNA Masterplan is based on our wide ranging experience and is very practical and convenient to use.

Downloads

• Brochure Customer Service Management

References (excerpt)

• ALD Automotive Finnland
  Remedy manages car lifecycle in one uniform system
  
  
• Basware Corporation
  Globally consolidated customer and support processes
  
  
• CLAAS KGaA mbH
  At home in fields around the world
  
  
• Cygate Oy
  Customised service process with IBM Tivoli
  
  
• Danske Spil
  External call centre and internal helpdesk centre solution
  
  
• Deutsche Telekom AG
  Workflow Management system speeds up order processing
  
  
• Deutsche Telekom AG
  Diagnosing and reporting errors via Internet
  
  
• MAN Nutzfahrzeuge AG
  MAN standardises its processes in international after-sales
  
  
• MilSat Services GmbH
  Monitoring and documenting performance
  
  
• Sirona Dental Systems
  Getting their teeth into service

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