First of all, Sprinx Consulting analysed in detail the style of work within the customer service department. Then it was necessary to consolidate the data – this is the first and most important step towards an efficiently working new solution. The existing data were used to populate the customer information base. These data, which are needed for further work with the customers, have been linked with a communication channel which in this case is email.

Customers’ requirements are sent to a specified e-mail where the message is automatically placed in a Salesforce queue. Subsequently, the requirement is prioritised according to a defined set of criteria.

The productivity of a customer service department may be expressed as a summary of all the interactions between operators and customers. Each customer expects to be treated on an individual basis, and the only way to achieve this is to keep detailed records of each interaction in a single central point. And that is exactly what the new customer service platform provided for the Customer Services division of the Siemens’ Digital Industries. Now the underlying data-driven metrics makes it easy to quickly get answers to questions regarding the average response time, the customer satisfaction levels, and much more. The new reports provide clear guidance as well as quantified input data for further customer service improvements.

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