Stada Arzneimittel AG

Challenge

• 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 2^nd level and on- site support

Solution

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

Also, we:

• Provided full ownership of a ticket lifecycle from opening to resolution.
• Stabilized the service after the transition

Results

• SLAs are meeting the targets
• We increased the user satisfaction
• We increased positive feedback from end-users