Aufgabe

The initial problem that GROHE was facing was the fact that their customer support centre was overloaded with requests, which resulted in long waiting times for callers. Our objective was to find a way to reduce the load on customer support and subsequently improve its service.

Lösung

By conducting interviews with GROHE’s various types of customers we were able to map the current customer experience and identify the events that triggered most queries to customer support and that had the highest business impact. Once mapped, we ideated solutions for those critical events.

Ergebnis

A new grading for customer support calls based on their level of urgency, prioritizing more urgent and business driving calls. A concept to re-structure customer support as a combination of a self-service platform which is supported by human agents, when needed.

Our biggest learning from this project was that not all customer pain points are alike and solutions should focus on the ones that drive the greatest business impact.