Development and optimization of the customer experience in an international FMCG group
The company was not satisfied with the performance of Customer Service and therefore had to part with the management at short notice. There were large gaps in the know-how regarding tools and processes in customer service, but also weak leadership of the team. Therefore, an interim solution was sought to establish good leadership here, to strengthen the team and also to bring in practical experience and know-how in customer service.
The strategic decision to optimize the customer service area and develop it in the direction of customer experience required a quick solution. The urgent and important process optimization in all areas had to be tackled immediately, so an interim manager was sought.