The customer's challenge
The customer's challenge
The customer's business in the industry for workwear, tools and personal protection was characterised by decentralised processes, where the different countries had come differently in whether a system support supported the handling and follow-up of cases/deviations. Overall, many cases were handled manually via email and there was no possibility of structured follow-up of these, as about 80% of all incoming cases/deviations were not reported.
Systems before and after
Systems before and after
In Sweden, TOPdesk had been introduced in some departments such as Logistics/Transportation and a process for handling deviations had been implemented in the Swedish organisation.
In Norway, Avvik.com was implemented as a system to support deviation management and in combination with the customer service system Puzzel.
In Finland, the organisation was less advanced and the process was managed in Excel.
Freshservice (Freshworks) was chosen by the business representatives involved in the project. The system has a modern interface, built on a platform that is configurable, low-code and thus a good choice for the customer who wants to define their own processes and implement them in the system support.
Solution
Solution
Together with the business, we identified a harmonised to-be process for all countries. The harmonised process was verified and approved by all project participants and formed the basis for initiating the system procurement.
Result
Result
Together with the business, we landed a harmonised to-be process, a set of requirements (functional and technical) and a number of scenarios to include in a future system procurement.
Conclusions
Conclusions
Through a preliminary study supported by our method - agile process mapping, identifying GAP and requirements for new system support together with business representatives from all countries, we were able to quickly get a clear picture of which system support would be suitable for the customer.
We saw during the feasibility study and procurement that some countries found it easier to adopt a new system support, which is an issue to be dealt with in the actual implementation. However, we and the customer saw great value in having representatives from different countries involved. In particular, the fact that Swedish representatives were involved as it had come further than other countries had a guiding role and gave the other countries inspiration on how to actually work in the future.
We carry out at least 20 different assignments in parallel, which means that our experience bank is developing at a rapid pace. To give you inspiration for projects that can be similar to your current challenges, we share here what we have learnt from others that will benefit you in a future assignment.
What we have done
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