Performance Management Based on ITIL in IDS Scheer AG Customer Interaction Center (CIC)

Gregor Loes
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Gregor Loes: IDS Scheer AG

A chapter in Corporate Performance Management, 2006, pp 125-134 from Springer

Abstract: Summary The IDS Scheer Customer Interaction Center (CIC) has significantly boosted customer satisfaction by rolling out a Corporate Performance Management system based on the ARIS Process platform. The ISO 9000 certified Support Helpdesk, which looks after worldwide support for all ARIS products, used the Process Mining technology of ARIS PPM to carry out a reorganization to the ITIL standard very rapidly, reducing the processing times of 1st Level Support queries by more than half, which earned it a “Helpdesk Award 2004” from an independent jury.

Keywords: Service process; service quality; key performance indicator system; process definition; SLA monitoring; call volume; hotline; solution times; IT helpdesks; problem management; net processing time (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-30787-7_8

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DOI: 10.1007/3-540-30787-7_8

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