Let’s Win Team 7Let’s Win Team 7

Roland SüessMehtap AkguelRené SchildknechtJean-Claude Luperi

RSU / 18.6.2016

Where we started from

Be

profitable

Efficiency

Act

sustainable

Focus Efficiency

Is trigger

Fact

• It's not the big that eat the

small...it's the fast that eat

the slow

• We know this, but we don’t

act like we would like.

• We have to admit, in some

cases we are simple to slow

3

cases we are simple to slow

• It‘s not because of the

employee

•• It‘s because they don‘t have It‘s because they don‘t have

the right toolsthe right tools

Fact

• We do not want that

– customer call CCV to know when the

product will be delivered

– That employees loosing time to send

e-mail and call internal and

• This questions happens

– Because we usually can‘t deliver

next day.

– Customer need to know when he

will get the product delivered

4

e-mail and call internal and

gathering information to find out if

something was delivered or not.

• We need to anticipate

will get the product delivered

– Customer calls CCV and causing a

huge internal e-mail and phones

Customer order flow

Customer

Telesales Direktsales Key AccountService

Repaire / PartsSupport

• Employees & customer don’t

know what the order status

is

• Involved departments areO

r

d

5

Administration

Service / Logistik

Delivered tocustomer

• Involved departments are

– Telesales

– Direct sales

– Key account

– Service

– Support

d

e

r

F

l

o

w

It’s time to be quicker

• How employer can be

informed quickly about the

customer order status

• How customer can be

6

• How customer can be

informed quickly about the

delivery status

It’s really time to introduce e-tracking

• Red, order not ready

• Orange, order in progress

• Green, order is delivered

• e-tracking

– from order taking to

delivery/installation

• Access for all employee

7

•• Access for customer with a

order number.

• Simple with high benefit

e-tracking system are already used

• Different existing samples • Useful tool for all customer & employees

• All employees are informed about the

order status

• Online available with tracking Number

• e-tracking

– Order incoming

05.05.2015 8

– Order incoming

– Order taking

– Order preparation

– Support cases

– Exchanges

– Repair/Spare parts

– Projects

– Invoicing

Advantage of the e-tracking

Be profitable

Less e-mail requests for all

Less e-mail requests for all

Efficiency is trigger

Quick responseQuick response

Act sustainable

The e-tracking will improve

internal/external communication

The e-tracking will improve

internal/external communication

Focus

Better overview about delivery

speed

Better overview about delivery

speed

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Less customer calling salesman Less customer

calling salesman

Less internal calls from employees

looking for information

Less internal calls from employees

looking for information

Better overviewBetter overview

Less incoming calls

Less incoming calls

communicationcommunication

Save internal resources

Save internal resources

Employees & Customer

satisfaction will grow

Employees & Customer

satisfaction will grow

speedspeed

Better survey of the internal

procedure speed

Better survey of the internal

procedure speed

Customer satisfactionCustomer

satisfaction

Let us win this race

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