Our basic assumption is always: satisfied employees = satisfied customers. To achieve this, the technical equipment used on a daily basis must be intensively put to the test.
We examine the IT tools that are currently used for your customer service organisation. Are they state of the art? Which systems are in use and are all the functionalities available that are needed for smooth customer service?
Examples are
- TC system/IVR
- Unified Desktop Systems
- E-mail management (ERMS)
- Omnichannel routing systems
- Knowledge management systems
- CRM systems
- Dialer
- WFM/PEP tools
- Time management
The as-is analysis is followed by the to-be concept for optimisation and catch-up requirements for other and extended functionalities and systems.
The IT audit is usually followed by the IT Tool Selection.
Keplerstr. 1
70771 Leinfelden-Echterdingen, Germany
Clients so far
Schacht Consulting provided us with significant support in selecting a workforce management solution for our service centres in Hamburg and Leipzig. Thanks to their structured analysis of our organisation’s current situation and our previous, heavily Excel-based staff scheduling processes, as well as their translation of our business and technical requirements into a clear requirements profile, we were able to conduct a targeted assessment of the market for WFM providers. The evaluation matrix, cost estimate and final recommendation provided us with a transparent and robust basis for selecting the right, future-proof solution for our cross-site staff scheduling.
Andreas Franz, H.B.C. Hanse Betreuungscenter GmbHOver many years, we have found our collaboration with Mr Schacht and his network to be extremely professional, reliable and valuable. We particularly appreciate the pragmatic approaches to problem-solving, which are not only convincing in theory but can also be put into practice straight away. The ongoing support we have received over many years, the open communication and the solution-oriented dialogue make this collaboration particularly valuable to us. We look forward to continuing to work together and are happy to recommend Mr Schacht and his network.
We greatly valued the collaboration with Schacht Consulting in redesigning and tendering our central contact centre services. They helped us clarify the role of the call centre within our communication strategy, structure our requirements across all service channels and supporting systems, and turn this into a solid, regulation‑compliant tender package. As a result, we were able to compare bids in a consistent way and award the contract to the provider best suited to our current and future needs.
