A Case Study On Business Process Optimization For After-sales Technical Support Of S Company

With the rapid development of modern science and technology, fast growing of economic globalization, fierce market competition and quick variation of the customer demands, enterprises have to make real time responses to the swift changing environment. S company has set up the strategy which is becoming the Cloud company powered by HANA. Along with more integrations of acquired companies, the process of technical support has become more and more complicated. At the same time, customer needs for technical support swift from reactive to active and real time support.Based on Business Process Reengineering and Service Management theories, this essay deeply analyzed 3 problems which are quite reactive technical support process, complexity of the incident reporting process for customers and heavy working intensity. By utilizing 6 sigma methodology to process management area, we evaluate the value adding and non-value adding processes of the technical support engineers. As a result, identify the most time-consuming non-value adding tasks and make them as the target for optimization. We also found that there are 4 root causes for the process issues which are low queue management automation, the initial quality of the customer incident is low, outdated way of technical support, not unified business process for acquired companies. Through brain storming and customer interview, together with the business optimization skills like eliminating the non-value adding tasks, using tools for automations, adjusting organization set up, possible process merge, reduce interruptions, etc., we provide solutions for S company technical support business process optimization.The recommended solution keen on optimizing enterprise resources, swift from reaction support to more active, predictive support. At the same time, provide one to many support model by utilize social media. This will shorten the response time of customer incidents, increase customer satisfaction rate and provides more time for the support engineers to have trainings. It provides reference to companies who are on the way of Cloud transformation as well.