Objectives:
The introduction of a second source for helpdesk and payment terminal logistics is an important step to ensure the reliability and stability of the value chain and to lay the foundation for excellent service to your customers. By selecting and integrating a suitable partner, the company can reduce downtime and bottlenecks and thus increase productivity, service quality and customer satisfaction.
Project components:
• Process and cost benchmarking of the current service provider
• Selection of a suitable partner for helpdesk and logistics
• Formulation and agreement of the service contract including SLAs
• Integration of the new partner into the existing IT infrastructure and process landscape
• Training and pilot support in Early Life operations
Our responsibility in the project:
• Project management divided into the sub-projects: Legal, Processes, Service and IT
• Business analysis and process management to create a modern and service-oriented process landscape
• Lead for training of Second Source employees
• Introduction of a ticket system incl. test, acceptance and rollout
• Customer migration support for existing and new customers to second source
Project roles that we have staffed:
Project Management, Business Analyst, Process Manager, Test Management