Case Study · Finance
Customer communication restructured and lastingly improved
A home-entertainment sales company creates clear responsibilities, speeds up handling and relieves sales.
- Industry
- Consumer electronics distribution
- Client
- Sales company in the home-entertainment sector
The situation
For every enquiry, customers had only one central contact in sales. Unclear internal responsibilities caused losses in coordination, quality and time; recurring problems were not resolved lastingly.
Our approach
We established a Finance Single Point of Contact, clear responsibilities and structured escalation paths. Recurring causes were analysed and eliminated through new, in some cases automated, processes. A digital platform made workflows transparent; the finance team took on clarification and escalation.
The result
Higher customer satisfaction
Clear contacts and faster responses improve the service.
More efficient communication
Defined responsibilities shorten coordination paths.
Sales relieved
The sales team gains focus for customer relationships and core tasks.
How we implemented the case
- 01
Record the process
Analyse communication paths, roles and customer enquiries.
- 02
Create the role model
Define the Finance Single Point of Contact and the responsibilities.
- 03
Optimise the processes
Redesign the communication and escalation processes.
- 04
Improve continuously
Evaluate recurring requests and eliminate the causes.
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