Gain visibility of Customer Service Operations
Harmonize Repair Flows and Processes
Decrease spare parts inventories
Improve Repair Time
Improve Customer Communications
Sales and Distribution
Materials Management
Finance
Customer Service
Production Planning
After the integration of the subsidiaries, they kept legacy systems to manage Customer Service operations.
Each country was having thousands of spare parts references with different identification systems.
The repair flows were quite different from countries to countries, so a customer would have a different experience depending on the local organizations
There was a strong resistance to change by local organizations
Business Processes Re-engineering
Business Processes Mapping
Software Customization and Specific Developments on SAP kernel
Master Data Harmonization
Train-the-trainer (Key users education)
Collaborative Design (Corp. Customer Service, Quality, Brands)
Pilot Project Implementation with Swatch Group Austria
