Stada Arzneimittel AG

Challenge

• Centralization of IT support and services

• Increase customer satisfaction

• Update and maintain the knowledge base

• Reduce the backlog

• Cost effective solution

• SPOC for all issues on L1

• Increase resolution rate and speed

• Modernization of services

• Creating a model of support for all global end users

Solution

Setup a CXC supporting the end-users in German, English and Serbian 24x7. All resources highly focused on reducing backlog while handling incoming incidents and service request.

Creating and maintaining Knowledge Base. Testing the service, challenging the CMO, creating reports and overall increasing the customer experience. 

Handling all types of incidents (hardware, software, JML, SAP, network).

Manage and maintain the communication between all parties and owning the full lifecycle of the ticket. Work on escalations and problem management.

Results

• Stable service throughout the duration of the contract.

• Introduced shift to the left activities to improve the FCR rate.

• Improved processes and procedures which led to better ticket handling and quality.

• Increased customer satisfaction and positive feedback.

• No escalations.

• All KAs regularly updated, KB maintained and checked on regularly by a dedicated knowledge manager.

•  All SLA’s in green:
  
  ASA – 92%,
  ABD – 2%
  FCR – 62%.