According to its own statements, LIS GmbH, based in Greven, has established a Customer Excellence Center to fundamentally reorganize the support for its customers. In the future, fixed, interdisciplinary teams will handle all inquiries and projects. The aim is to ensure comprehensive and efficient service.
"The Customer Excellence Center is our key to responding even faster and more personally to the needs of our customers: Clear structures, fixed contacts, and the bundling of various areas of
expertise ensure the best possible support along the entire customer journey," says Markus Berkemeier, COO of LIS GmbH.
Consolidation of previously separate areas
According to the company, the previously independent departments for Project Management, Customer Service, and Premium Support have been consolidated into the new center. Around 80 employees work there as fixed contacts for new and existing customers. This structure is intended to reduce processing times and avoid communication gaps.
New ticket system for more
transparency
Additionally, LIS, together with software provider OTRS, is introducing a web-based ticket system. Customers can directly transmit their concerns to responsible team members and track the processing status online at any time. The system also records reaction and resolution times to analyze and further develop processes.
Planned technological expansions
For the future, the company plans to use Artificial Intelligence to generate automated solution suggestions and take over the initial processing of inquiries. In addition, self-service
access and online collaboration tools are to be introduced to enable customers to solve problems more independently.
“The new digital environment ensures more transparency in our processing processes and makes it easier for our customers to communicate with the LIS service team,” says Berkemeier.
Long-term implementation until 2027
According to LIS, the restructuring will be accompanied by measures such as online training and customer satisfaction surveys. The completion of the transition is expected by 2027. (av)
