Siemens Success Story

Siemens Customer Care Centre

Kofana’s service management, salesforce.com vision enabled our project to be launched as quickly as possible and heavily influenced our decision.

Tolga Meral Manager, Siemens Customer Care Centre

Project Details

Thanks to Kofana, Siemens Customer Care Centre is now hosted on cloud infrastructure!

Siemens works across more than 200 countries and a recognized global leader in fields such as digitalization, automation and electrification including energy efficiency, industrial automation, drivers and software infrastructure solutions, medical screening devices, laboratory diagnostics and clinical IT. Siemens summarizes their expectation from the project which transformed its current support centre to Customer Care Centre in order to manage requests swiftly and efficiently, as ‘Our aim with the project was to transform our whole organization through a cloud platform to a Customer Care Centre’

CustomerSiemens
Go Live DateJanuary 2015
Salesforce ProductService Cloud

A Trailable Structure at All Levels

The main objectives of the Siemens Customer Care Center project are as follows:

  • Transferring 9 different customer requests from one point to the right groups in the organization quickly and efficiently
  • Calculating Customer Care Center agents’ performance by the department they serve
  • Tracing Process history and performance at all levels
  • Calculating  Customer Case Center KPIs automatically

The criteria that Siemens identified for its solution partner were:

  • The system to be installed can be implemented quickly
  • A user-friendly project that minimizes training needs
  • An effective reporting system
  • A platform that can be managed from a single sign-on (SSO)

Tolga Meral, Director of Siemens Customer Care Center, decided to go out with Service Cloud, the World leader in CRM, because Salesforce could meet all these demands and for this reason he trusted Kofana’s consultancy which is a Salesforce reseller and Turkey market leader.

With Salesforce

Faster flow of information, happier customers

In a short period of two and a half months, the entire structure has been completed and started to be used, so that requests coming from all communication channels such as telephone, e-mail and web-based can be gathered in one center. Siemens did not have to spend Money on any hardware because the entire system could be kept in the cloud environment. It was not possible to use the unregistered products in a way that they could meet the demands in the old Siemens structure. It was determined by which unit of the 63 different demand channels the solution could be reached. So the problem of unregistered products was removed. Today, a staff of 150 people are able to use Service Cloud effectively. In this respect, Care Center recorded a decrease of 44% in the first reaction time and 37.5% in the total time spent on the closing of the opened cases. With the new system, the performance of all channels is instantly monitored and reported.

Thanks to the Service Cloud architecture, which Kofana was able to manage easily through a single session set up specifically to Siemens, they achieved a 21% increase in Net Promoter Score (NPS) in terms of service time and quality. Service quality and customer satisfaction can also be reported in numerical data thanks to mini surveys that are designed in the system and can be filled in by the customer in a very short time.

In addition to all these, dozens of intersections of different business processes have been identified. Kofana added “shared processes design” to the Service Cloud service structure. With this add-on, Siemens can integrate new business lines into the system with simple definitions. This step, which plays an important role in the sustainability of the project, will lead to a significant reduction in the costs and expense of Siemens.

Improvement after Salesforce

First Reaction Time 44%

Case Solution Speed 37,5%

NPS 21%

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