KPI Harmonization for
First-Class Customer Service

Picture: Adobe Stock #66065344, Rob

Wunderlich Analytics has successfully completed a project aimed at the harmonization of KPIs for the customer service of an international corporate group. For the client we developed a functional design for strategic management with KPIs (Key Performance Indicators), which allows for complete surveying of service processes and their representation, structured in business processes and visualized in automated dashboards. Through this designed solution important knowledge is gained which will serve the strategic management of business processes. A special challenge was the determination of meaningful KPIs along the entire process chain as well as the harmonization of existing KPIs of participating subsidiaries. The source information regarding service volume, quality, costs and customer satisfaction is available in various, unlinked IT-systems and, therefore, an integrated view is hindered.

The system’s completion will allow, for the first time, to provide group-wide answers to questions on service processes within a steadily growing business environment, for instance:

• What service request volume does exist currently and what volume has to be expected in the coming months? Are there correlations recognizable from operational business?
• What trends and risks for customer satisfaction do exist? Could service levels be further optimized and where is potential for service chain improvement?
• How successfully, regarding quality and time, are customer requests handled by the respective subsidiaries? Which are the individual requirements existing in the respective market?
• How is a group-wide, optimal handling of arising customer requests possible employing internal and external units?
• What costs will occur and where is potential for an optimized use of the means?

The design allowed for the development of a harmonized KPI-model including 11 top-level KPI and more than 40 metrics or dimensions. In doing so, quantitative, qualitative as well as commercial KPIs were combined with further information from the entire service chain. The combination of this different information in the business context was especially important in order to allow targeted statements on cause and optimization potential.

In the course of conceptual design, a main focus was on combining functional requirements with technical feasibility. For this purpose, use cases were documented, a logical model as well as the technical objective were developed and a roadmap for the design’s implementation within the company was suggested. Moreover, as deliverable there is a completely developed data model available, waiting to be implemented within a big data and analytics environment.

Also during implementation stage, Wunderlich Analytics will continue to render technological and analytical assistance to the project. We aim at providing an automated end-to-end solution for the company soon and, employing the insight gained, want to perform further optimization measures. All this to ensure that also in future customers will enjoy first-class service.