The customer warranty office in our client’s organization is a specially designed preferred and personalized channel for group customer claims. Over years of operation, the leadership noticed a few problematic areas in the organizational and operational models of the office. Altair was brought in to assess the situation and renovate the models to improve efficiency and customer satisfaction.
The solution we proposed tackled each issue directly, but also taking into account the interrelated nature of the areas, therefore the future model we designed was more comprehensive and dynamic in this sense.
Following the models Altair proposed, the client successfully accelerate the process by two days per claim on average which translates into 15% savings in variable costs. Our knowledge and experience of organizational transformation allowed us to deliver, in addition to our diagnosis and models, a set of best practice based recommendations and an action plan that enabled our clients to improve the efficiency without hurting employee motivation.
April 01, 2008
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