3. Our idea: the terminal tracker
Implement a tool to track the location of our clients‘ terminal
• from the moment a contract is signed rsp. the contract is in our system
• when a terminal comes in for repair/replacement
4. The effects
1) We can keep our clients informed on where his terminal is, when he can
expect it (back) whenever he asks rsp. we can communicate proactive
+ Client Satisfaction
+ positive/professional awareness of CCV
2) It enables us to analyze the journey of a terminal as well as several
processes (from contract to delivery/installation, receipt for repair to delivery,
etc.)
Simplify processes
Reduce delivery times
Eliminate duplication/empty runs/“historic“ processes
+ Client Satisfaction
+ Employee satisfaction
+ positive/professional awareness of CCV
- client frustration
- employee frustration
5. Lean processes reduce efforts and costs
Happy clients are happy to pay their invoices, buy again and recommend CCV
Sales increase
We win!
Be
profitable
Efficiency
is
trigger
Focus
Act
sustainable
Analysis of the processes increases efficiency
Focus on client satisfaction and cost reduction
All effects are longterm and therefore sustainable:
Simplify processes
Shorter delivery times
No more duplication/empty runs
