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Flight delays, cancellations or damaged luggage: An airline's customer service department has to deal with various tasks. Customer service employees must have enormous knowledge and obtain opinions from various organizational units to solve customer problems.

Due to legal regulations (keyword: air passenger rights), the processing of claims and complaints must be fast, reliable and transparent at all times.

Telecommunications companies are in fierce competition with each other. A key competitive advantage is the ability to provide outstanding customer service. The customer expects a fast and customer-oriented solution, especially in the event of a complaint.

The implementation of a "customer first" strategy is a particular challenge since the companies have a heterogeneous IT landscape and the employees in the service centers are subject to high fluctuation.

If, during the most beautiful time of the year, true vacation mood does not want to set in because the pool has no water or the booked room with sea view is not available or the bugs in the bed nip you, it is the task of customer service to appease the guest and make up for the damage caused.

A software solution that covers this demanding task must map the entire process and include the service providers on site (flight, transfer, hotel) in the processing.

Years ago, the legislator strengthened the principle of competition for statutory health insurance companies. The aim is to put the statutory health insurers in competition with each other to promote innovation in the healthcare system and service orientation towards the insured. Competitive elements include the possibility of statutory benefits, optional tariffs, bonus programs and cooperation options with private health insurance companies.

This leads to a conflict between the public service mandate and the individual competitive strategies of the health insurance company to attract new members.

The goal of the consulting project was to develop new innovative strategies and processes for balancing the existing conflict.

Electricity is a low envolment product. This makes it even more important for energy suppliers to retain customers through outstanding customer service.

Outstanding customer service is particularly important in the event of complaints and claims. Here, customers expect a fast, appropriate, and fair response. To meet the high customer expectations and to make the service promise transparent and controllable, the use of complaint management software is necessary.

Speed, speed, speed - the ultimate requirement for being successful as a company in the information and knowledge age. A major car manufacturer has recognized this and is reorganizing its organizational structure in such a way that the complexity and dynamics of our time can still be mastered. In doing so, the company is focusing on decentralizing decision-making and wants to make greater use of the swarm intelligence of its employees.

One problem identified on the way to greater speed is that decision-making processes are very complicated and take too long. For this reason, the "DCSN" (pronounced decision) initiative was launched as part of a program to precisely address this problem.

The initial focus is on decision-making processes between managers E4 and their employees. The goal of DCSN is not to "manage" decisions, but to achieve them in a structured, efficient, and fast manner. In doing so, DCSN is intended to support the formation and implementation of wills in decision-making processes.

Parcel logistics is a global business. Parcel logistics companies maintain huge logistics networks to be able to deliver a parcel from door to door. Errors can occur in these networks; parcels get lost or are delivered incorrectly.

This is a particular challenge for customer service: To be able to help a customer with a problem, the entire process chain must be able to be included in the processing. This task can only be tackled with specialized software.

The EU Air Passenger Rights Regulation (EC) No. 261/2004 of the European Parliament, drafted on February 11, 2004, determines the rules for compensation and benefits for passengers in the event of denied boarding, flight cancellations or flight delays (of more than three hours). The regulation governs passenger rights for all intra-European flights and those arriving at or departing from an airport in the EU.

Ops issues in FY 2017/18 resulted in a sharp increase in complaints, pushing customer service to its performance limits.

To realize cost and time savings, a German airline planned to exploit automation potential in customer service. The focus was on a complete automation of customer complaints due to delays of more than 3 hours.

Newspaper and magazine publishers use service providers to have their products delivered to subscribers.

If the subscribed newspaper or magazine has not been delivered or has been deposited insecurely, then this is a great annoyance for subscribers. Subscribers address their complaints to the publishers, who in turn contact the service providers' customer service.

Customer service then has the task of tracking down why a delivery did not work out and how the problem can be prevented in the future. This task requires cooperation with Ops, which must provide feedback on the situation on site. This complex task can be perfectly managed with our complaint management software targenio.