Digital customer interaction – customer service center

Objective

The goal of the project was to introduce a new divisional customer service center, forming the basis for further digital services and increasing customer adoption of digital self-service.

Approach

ReqPOOL accompanied the Austrian steel manufacturer from the first idea through to the launch.

• Strategy: surveying the current digitalization status and deriving measures and business cases
• Specification: creating a scope document based on the existing systems
• Procurement: creating the tender documents, executing the tender and analysing the offers
• Transformation: project planning & controlling during implementation and rollout

Result

• Requirements survey and creation of a tender-ready scope document
• Award recommendation with a negotiation success of –28%
• Successful development and introduction of the platform into the operating business
• Smooth integration into the existing system landscape
• Excellent user experience
• Basis for further digital services created
• Delivery within the given time, scope and budget