Service Controlling with DeltaMaster

It is with a certain satisfaction that we have observed how service has increased in importance for enterprises in the last few years. Thus far, however, there has not been sufficient focus on measures to ensure that service activities are carried out with an eye for business at all levels of the company, from mechanics to management, measures that make it possible to analyze goals the company has set and that serve as the basis for decisions to start counteractive measures. In short: Controlling.

Siemens Telekommunikations Service (STS) provides customer service for the entire product portfolio on behalf of the Communications Division of Siemens AG, Germany. With DeltaMaster, an integrated solution for Service Controlling was realized with the following distinguishing features:

• It is used by technicians as well as all levels of management,
• it can factor in both financial and performance data,
• it has a clearly-structured, user-friendly interface and
• it enables users to generate key figures by themselves and without difficulty.

Results

• More effective management of the Service Centers, the Field Service and the Remote Centers
• Stronger cost-consciousness as well as performance and customer orientation with regard to both internal and external clients.
• Daily (!) updated data and "freshly-prepared" DeltaMaster reports are available to all users nationwide and compiled according to individual requirements.
• High acceptance and quick pay-off of the IT solution

Winner of the Service Management Award 2005

This solution won us the Service Management Award 2005 of the KVD (Kundendienst-Verband Deutschland, German Customer Service Association).

An expert jury had nominated our competition entry for the final round of the Service Management Award 2005. At the Service Congress that took place on November 10/11, 2005 at the Kempenski Hotel at Munich Airport, Dr. Marc Rössel presented the solution to the congress participants in a plenum meeting. Following a vote, the Service Controlling "powered by Bissantz" was crowned the winner.

Extensive project sketch of the Service Controlling at Siemens Telekommunkations Service [in German]

Bayernhafen Group
The Controlling Boss
and the Laptops-for-Blue-Collars Principle

Gühring
Mastering complex product ranges

Hapag Lloyd
Ships the size of soccer fields

Pascoe
85 years of tracking nature's secrets

Pfizer
Actively observing the competition

Schott Lithotec
Quality Control of millionths of a meter

Siemens COM
200,000 customers at their fingertips by means of analysis

Siemens Real Estate
6400 soccer fields of real estate

Siemens Telekommunikations Service
Company-wide Service Controlling

Wolfcraft
The Mediators