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Service Excellence at a Global Healthcare Company

180701

Creating Global Customer Service Structures

Service Excellence at a leading endoscope manufacturer: Optimization of the repair business aimed at reducing turnaround times and costs. Additionally, the establishment of a global customer service structure and the expansion of global marketing to sustainably improve customer satisfaction.

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Company Details

  • Leading endoscopy manufacturer for human, veterinary, and industrial applications​
  • Operates globally with 50+ locations, 5 production sites, 8,000+ employees, €1.9b revenue
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Situation and Challenge​

  • Significant customer complaints in maintenance business: long lead times, quality and price issues​
  • Lack of global orientation and process responsibility​
  • Absence of service strategy as profit center​
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Objective and Tasks

  • Optimize repair business for reduced lead times, costs, and improved customer satisfaction​
  • Develop global customer service structure​
  • Introduce additional services and expand global marketing activities​
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Measures and Procedures

  • Development of a Customer Service Vision 2025​
  • Projects for the implementation defined agreed and implemented along priorities
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Results and Achievements

  • Reduction of lead times by 50-70% based on product groups​
  • Implementation of proactive global repair management​
  • Establishment of additional service portfolio leading to revenue growth

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