©fotolia.com, Hoda Bogdan
©fotolia.com, Hoda Bogdan


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