Strategic Initiatives: Customer Support Transformation

In a modern results-driven economy, customers are actively involved in processes and are increasingly looking for a dynamic customer loyalty model. Customers now expect proactive after-sales support and increased volume and speed of support requests, and as a result, they need smarter support systems and processes.

Customer Support is a resource that provides all kinds of assistance to the customer after the purchase of a product or service. When a customer has a question, the support team must be easy to communicate with, accessible, and responsive.

As part of our Customer Support Transformation initiative, we continue to work on the Maturity Matrix to bring the countries where we operate to the same level of maturity and prioritize development areas. After the level of each country is assessed, the necessary areas for improvement in critical customer support issues are identified. To improve our efficiency with customer equipment and take steps to enhance the efficiency of field teams, we have also begun to establish a dedicated consulting structure to regularly maintain the maturity matrix. Thus, we strive for continuous development and progress.

While the specific skills and abilities of each support team must be matched to the unique needs of their customers, customer support has a significant impact on satisfaction. The way the Customer Support Team handles a request can mean the difference between a happy customer and an unsatisfied customer. Through the Customer Support Transformation initiative, we are committed to advancing our current business model in all aspects of end-to-end customer support processes, from field teams to quality management, customer service, and service operations. In this way, we strive to create new value providers, improve service quality, identify unmet customer expectations and offer innovative solutions.

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