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Let’s Win Team 7Let’s Win Team 7
Roland Süess
Mehtap Akguel
René Schildknecht
Jean-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 haveIt‘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 Account
Service
Repaire / Parts
Support
• Employees & customer don’t
know what the order status
is
• Involved departments are
O
r
d
5
Administration
Service /
Logistik
Delivered to
customer
• 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
20-6-2016 9
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
satisfaction
Customer
satisfaction
Let us win this race
20-6-2016 10

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Win 7 glattbrugg

  • 1. Let’s Win Team 7Let’s Win Team 7 Roland Süess Mehtap Akguel René Schildknecht Jean-Claude Luperi RSU / 18.6.2016
  • 2. Where we started from Be profitable Efficiency Act sustainable Focus Efficiency Is trigger
  • 3. 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 haveIt‘s because they don‘t have the right toolsthe right tools
  • 4. 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
  • 5. Customer order flow Customer Telesales Direktsales Key Account Service Repaire / Parts Support • Employees & customer don’t know what the order status is • Involved departments are O r d 5 Administration Service / Logistik Delivered to customer • Involved departments are – Telesales – Direct sales – Key account – Service – Support d e r F l o w
  • 6. 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
  • 7. 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
  • 8. 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
  • 9. 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 20-6-2016 9 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 satisfaction Customer satisfaction
  • 10. Let us win this race 20-6-2016 10