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Analysis and Optimization of Helpdesk Services at Bosch Rexroth AG

  • In today's fast-paced business environment, customers expect more than just high-quality products or services. They also demand excellent customer support that is both efficient and personalized. With the growth of businesses and the increasing complexity of products and services, providing efficient customer support has become a critical component of any successful business strategy to fulfill customers and user’s expectations. The present study investigates the need for a technical support helpdesk solution within the business unit Industrial Hydraulics of Bosch Rexroth, a global leader in drive and control technology. The primary objective of this thesis is to assess the current state of the support processes, identify areas of weakness, and leverage these insights to optimize and enhance them. The focus will be on finding a way to enhance transparency of customer data. Based on the theory to process optimization, a current state analysis was conducted, and expert interviews were carried out to identify weaknesses and potential solutions for improving customer support. The research question "How can the Industrial Hydraulics Services of Bosch Rexroth deliver more effective and efficient customer support?" is addressed through the findings that a central platform is necessary to handle customer inquiries more efficiently, given the diverse communication channels and varying modes of operation within the business unit. The use of the existing SAP CRM ticketing system Robin is suggested as an efficient solution path, which should be optimized for future use based on the identified optimization approaches. The results underscore the importance of a unified approach to working, which is vital for the success of the business unit, resulting in increased efficiency, quality, collaboration, scalability, and customer orientation.

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Author:Kübra Toprak
Advisor:Marc Peter Radke
Document Type:Master's Thesis
Year of Completion:2023
Granting Institution:Hochschule Furtwangen
Date of final exam:2023/05/26
Release Date:2023/05/30
Tag:After-Sales-Service; Customer support; Helpdesk; Process optimization
Degree Program:IMM - International Management
Functional area:Production, Operations and Supply Chain Management
Licence (German):License LogoUrheberrechtlich geschützt