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Case Study - Bosch

Bosch Improves Customer Service and Dispatch Efficiency

Bosch• Bosch Communication Center is

a division of the German-based Bosch Group

• Through six communication centers, it provides an array of outsourced, 24/7 communication services for businesses throughout Europe

• Services include customer call centers, telemarketing, sales and technical hot lines

• The company launched a project to enhance dispatch operations for Junkers Heating Systems 2Proprietary and Confidential

Challenges• Typical customer case would last

approximately 15 minutes• Service reps were not able to give

customers an appointment during the call

• Manual information entry was quite inefficient and its effects were felt throughout the whole process

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Impact

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Results• 50% increase in call-center productivity• 90% of customer appointments

automatically scheduled at time of call• Increased customer orientation• Reduced travel costs with less travel

time between jobs

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Benefits• More efficient scheduling

and utilization of engineers• Seamless transfer of information resulting

in improved back office productivity• Increased first time fix rate• Ease of integration to my SAP CRM

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The Solution6Proprietary and Confidential

How it Works• ClickSchedule incorporates scheduling

logic determined by Bosch and Junkers• This logic dictates how scheduling

decisions will be made• ClickSchedule in combination with SAP

CRM suggests appointments to the customer service representative based on several factors

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How it Works Cont.• Using the integrated wireless solution,

information input in the field is transmitted to ClickSchedule where it updates engineer availability, location, etc.

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Bosch incorporated the ClickSchedule deployment within SAP CRM that includes components to streamline the Junkers customer service, spare parts and invoicing systems.

"ClickSoftware enables us to additionally increase the efficiency of our clients' Customer Service Management - particularly regarding

service orders and the scheduling and dispatching of service engineers. Moreover, the possibility to give binding commitments to an appointment increases customer satisfaction ensuring our clients benefit from long-term

customer loyalty.“ Mr Schirrmann, Vice President, Bosch

Communication Center

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Thank you

www.clicksoftware.com