Business Challenge

The client is a fast growing Thai company in the Service Industry. The business has reached a size where the current organization structure cannot support the high requirements of customer service and customer relationship management (CRM) any more.

The historically grown function-oriented organization structure of the operations admin functions needs to be converted to a process oriented structure that is aligned towards serving customer needs in the most efficient way.

Approach

• Determine Service Requirements of Business from Customer Admin Functions
• Analyze current tasks and workload
• Design new organization towards CRM objectives
• Implement new organization

Results

• Clear organization structure with defined roles and responsibilities to serve customer needs more efficiently
• Faster and more reliable processing of customer related administration tasks, e.g. contracts and contract changes, Credit Notes, Invoices, etc
• Elimination of process waste that has appeared over years of fast business growth (more than 20% of tasks eliminated)