Service Excellence at a Global Healthcare Company

Creating Global Customer Service Structures

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Company Details

Leading manufacturer of endoscopy equipment for human medicine, veterinary medicine, and industrial usage
Global operation with more than 50 locations, 5 manufacturing sites, ca. 9000 staff worldwide, 1,9 BN in sales

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Situation and Challenge

Massive amounts of claims in the repairs department, long lead times, quality complaints, pricing complaints
No global orientation, no process responsibility
No defined service portfolio, no management of service division

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Objective and Task

Optimization of repairs business (lead times, cost reduction, customer satisfaction)
Creation of a global Customer Service division
Development of new and additional services, and globally market them via country organizations

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Measures and Approach

Formulation of a Customer Service Vision 2025
Initiation and management of projects for said program

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Results and Achievements

Reduction of lead times by 50-70% (depending on product group)
Achieved transparent and proactively managed repair management
Created portfolio of additional services as a new revenue stream, generating sales growth