(Digital) Transformation & Project Management
Development of high-performing organizations
As-is Assessment
With our 360-degree approach, we systematically identify improvement opportunities. To do this, we evaluate 5 dimensions (customer centricity, culture, organization, processes and management) in order to derive practical recommendations for action and digitization options.
Agile Project & Change Management
We support our customers throughout the entire course of the transformation through agile project and change management. This also includes further development of selected skills and knowledge transfer to enable our customers to independently implement projects in the long run.
Execution
We work hands-on with our customers to lead transformations to sustainable success. As experts, we bring in benchmarks and best-practice models and support you in measuring change.
Success Story
Case study:
MedTech
Situation & Challenge
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.
Solution
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.
Impact
- 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