Task definition

  • Standardise service processes in the DACH region
  • Develop and introduce a key performance indicator system for services
  • Introduce cloud-based service management solution

Industry / Function / Environment

  • Medical technology
  • Service (operational & strategic)
  • EBIT increase
  • No uniform service processes in the DACH region
  • Service is only reactive and slow to act
  • Insufficient communication with customers
  • Poor exchange of information between service management, office service, field service and workshop
  • No uniform documentation of incidents
  • Introduction of a common database
  • New individual service contracts developed and distributed
  • Increase in turnover by 12% (€ 12 million)
  • Sustained increase in customer satisfaction
  • Measurable increase in the performance of the office and field service through digitalisation in the service sector
  • Improved responsiveness of field service
  • Trained and motivated employees
  • International medical technology company
  • 80 employees in Germany
Dipl.-Ing. Heiko Schwenke

Associate Partner

+49 40 8000 845 92 schwenke@fup-ag.com