(Digital) Transformation & Project Management

Sales of an international MedTech company skyrocketed due to favorable changes in reimbursement conditions and regulations. The organization, processes and systems of their customer service division have not been able to keep up with these changes. This led to increasing customer complaints, employee dissatisfaction, and ultimately a loss of sales at rising costs.

Together with the customer we managed the customer service turnaround:

• Root cause analysis: We analyzed the existing organizational structures, partnership models (e. g. data centers, payers), systems and processes along the customer journey. 30+ quick wins were identified and the solutions to the main issues were prioritized.
• Concept development: Together with the customer, we developed a holistic customer experience concept (focused on customer centricity). This included above all the reorganization of the customer service area (target operating model) with clear roles and responsibilities, capacity planning (business case), and a digitization concept.
• Implementation: In the course of implementation, improvements with a direct positive effect for customers were prioritized. In addition to consolidating all health insurance contracts in a single system, we developed a complaints management concept, and efficient partner management. Supported by our project and change management approaches, the customer achieved a short-term turnaround.

• 95+% touchless/ digital order processing
• Transparent operating model and end-to-end offer-to-cash process with clear roles and responsibilities
• 75+% fewer customer complaints caused by incorrect billing