Mainova AG’s Customer Service organization was already operating at a high level. The key question, therefore, was not, “What isn’t working?” but rather: Where are the realistic opportunities for further improvement, and what can actually be achieved within an extremely tight timeframe?
To answer this question, a focused yet in-depth assessment and audit approach was chosen. Within just 14 days, 18 structured interviews were conducted with key stakeholders and Customer Service employees. The objective was to identify existing strengths, uncover blind spots, and develop concrete opportunities for meaningful improvements from the customer’s perspective.
The emphasis was not on theoretical best practices, but on practical measures that could be implemented within the reality of existing service processes. By systematically analyzing the interviews and consistently viewing the organization through the lens of the customer journey, a clear picture emerged of where structures, processes, and collaboration could be further strengthened.
The result was a prioritized portfolio of 24 concrete initiatives, ranked according to customer value and organizational feasibility. Together, they demonstrated how an already high-performing Customer Service organization could be further enhanced without disrupting day-to-day operations or compromising existing strengths.
For Mainova, the project provided a solid foundation for the next stage of Customer Service development. For the organization, it sent a clear and motivating message: meaningful improvement is possible, even under significant time pressure, when clarity, focus, and involvement come together. A strong example of pragmatic, effective transformation.
