Success story: Improved Technical Assistance Service


Service: ,

The company

Leading French multinational in energy distribution and transport, automation and industrial control. It employs about 100,000 people in over 100 countries.

The challenge

  • The challenge was to design and implement improvements in a Division of the company to increase the service quality and productivity of the organization.

The solution

  • 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.