„Service Performance Systems (SPS) not only help to optimize processes and costs – over and above that, they substantially contribute in consolidating your customer base and demonstrate the added value of your area for the company success.“
Dr. Holger Bergmann
Challenge
You are responsible for the success of a service organization. Thus you have to control and optimize the key factors: quality, costs and added value.
Solution
The Service Performance System (SPS) provides you with all the important information through dashboards, blueprints, customer reports and action programs in a monitoring and reporting system.
Results
You make a double gain: By using your Service Performance System (SPS) you will make out the potentials of your area. Therefore you are able to optimize processes, reduce costs and increase proceeds. By proving your results you gain more influence in the management discussion.
SPS – Successful service management needs efficient instruments
As a partner of the persons in charge of customer service, support and service organizations, BRCG has developed Service Performance Systems (SPS) in order to demonstrate and increase your succes in the company.
The most important features include:
- Illustration of all core success factors for processes in service, support and customer service in one monitoring and reporting system
- Integration of process costs and service effects in the concept of analysis
- Recommendations and action programs in order to increase the service performance: ranging from the fundamental decision and the mode of realizing the service process (make or buy) to practise-oriented aspects of selection, training and assessment of service staff and partners of realization
- Thorough analysis: Phone-based interviews with users of your customer service, service or support processes as well as mystery calls/visits (for core processes) based on prepared scenarios
- Dynamic SPS concept of analysis (on demand) provides quarterly evaluations based on current and distortion-free information
We increase your success: The management-oriented project realization and the arrangement of information using dashboards, blueprints, customer reports and action programs define a new standard in the practise-oriented support of service managers.
It would be our pleasure to present our solutions to you in a personal talk!
We look forward to your answer:
Fon: +49 (234) 777 96 – 0 Fax: +49 (234) 777 96 – 10 Mail: 
kontakt(at)brcg.de