Success story: Improved Technical Assistance Service
Leading French multinational in energy distribution and transport, automation and industrial control. It employs about 100,000 people in over 100 countries.
- The challenge was to design and implement improvements in a Division of the company to increase the service quality and productivity of the organization.
- We designed and implemented the new organizational structure and a comprehensive management system and defined the roles and responsibilities for key positions.
- We redefined the process based on the implementation of SAP as single management system.
- We achieved a 20% increase in the productivity of technicians and a 25% increase in the productivity of the CPAC. We also managed to reduce the response time in repairs and increase compliance with service levels in resolving queries and incidents.