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Industry: |
Global Logistics Services Provider |
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Company Size: |
200+ |
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Project Location: |
Germany / Poland
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Problem Statement: |
Due to the global financial crisis of 2011, our customer was forced to significantly reduce costs across all locations and departments. Special attention was given to the customer service department: the headcount had been massively increased over the past years, but customer satisfaction was extremely high due to the responsiveness of the customer service team – which was crucial to retain the existing customer base. |
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Meeting: |
Get high-level overview of headcount and cost structure in customer service center
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Deep Dive: |
Understand current factors for high customer satisfaction; analyze and map all processes and workloads of customer service center |
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Hypothesis: |
The customer satisfaction was not tied to certain key players with special care or knowledge, but to the fact that the department was heavily staffed. Since English was used with most customers, the relocation to a low-wage country would immediately result in massive cost savings.
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Project: |
1 consultant 12 weeks |
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Deliverables: |
All sub-processes in customer service center mapped and described
Relocation study performed, new location selected New customer service center in low-wage country (Poland) established |
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Bottom Line Impact: |
Customer satisfaction retained at high level
Annual total savings of ~$500K |
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Relocation Study Low-Wage Countries
Fees vs. Bottom Line Impact
