Stada Arzneimittel AG
Reduce the backlog
Update and maintain knowledge base
Manage telephony and portal to meet the SLA targets
Improve the service
Improve the customer satisfaction and experience
Collaborate with the team in Poland and Customers 2nd level and on- site support
The project started in March 2023 and was implemented through our partnership with Atos.
We setup a 10 person Customer Experience Centre supporting the customer 24x7 in 3 languages: German, English, and Serbian.
All resources were highly focused on reducing backlog while picking up incoming incidents to prevent creating of aged incidents.
We worked with the customer on creating new knowledge articles, maintaining the knowledge base, testing the service, creating reports on the customer end to improve the overall customer experience. Involved knowledge manager to work with the customer on knowledge base and knowledge articles
- Provided full ownership of a ticket lifecycle from opening to resolution.
- Stabilized the service after the transition
- SLAs are meeting the targets
- We increased the user satisfaction
- We increased positive feedback from end-users