{"id":3162,"date":"2022-09-15T16:21:00","date_gmt":"2022-09-15T14:21:00","guid":{"rendered":"https:\/\/www.psvdl-consulting.com\/?p=3162"},"modified":"2022-10-04T11:10:13","modified_gmt":"2022-10-04T09:10:13","slug":"themenexpertise-psvdl-consulting-der-digitale-kundenservice","status":"publish","type":"post","link":"https:\/\/www.psvdl-consulting.com\/en\/themenexpertise-psvdl-consulting-der-digitale-kundenservice\/","title":{"rendered":"Themenexpertise PSvdL Consulting: Der digitale Kundenservice"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3162\" class=\"elementor elementor-3162\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-56a5c94f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"56a5c94f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;43d5afc&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2786bea6\" data-id=\"2786bea6\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-83c4120 elementor-widget elementor-widget-text-editor\" data-id=\"83c4120\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"font-weight: 400;\"><strong>Der Digitale Kundenservice ist jetzt schon seit einigen Jahren eines unserer zentralen Themen im Projektgesch\u00e4ft sowie ein aktuelles Business Development Thema. Welche Prozesse sich dahinter verstecken und welche wir von PSvdL Consulting genau begleiten, erf\u00e4hrst du in unserem Magazinbeitrag.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c52f96 elementor-widget elementor-widget-heading\" data-id=\"6c52f96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Die Customer Journey im Digitalen Kundenservice<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d577cdf elementor-widget elementor-widget-text-editor\" data-id=\"d577cdf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Der digitale Kundenservice umfasst die Customer Journey ab dem Vertragsabschluss bis zur Vertragsk\u00fcndigung. Mit der Kaufentscheidung betreten die Kund:innen die \u201eJoining\u201c-Phase des Energieversorgungsunternehmens, was mehrere Serviceprozesse parallel ausgel\u00f6st (Beispiele: Versand der Auftragsbest\u00e4tigung, Lieferantenwechselprozess). Mit Belieferungsbeginn befinden sich die Kund:innen in der Phase \u201eStaying\u201c. Hier sind beim Energieversorgungsunternehmen bzw. Stadtwerk zum Beispiel die Themenfelder Ger\u00e4temanagement, Stammdatenverwaltung und Energiedatenmanagement umzusetzen. Im Bereich \u201ePaying\u201c werden turnusm\u00e4\u00dfig Rechnungen erstellt, die \u00fcber verschiedene Zahlungsm\u00f6glichkeiten beglichen werden k\u00f6nnen. Bei Nicht-Zahlung wird der Inkasso- bzw. Mahnprozess eingeleitet. Schlussendlich verlassen die Kund:innen mit ihrer Vertragsk\u00fcndigung die Customer Journey.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41b8dae elementor-widget elementor-widget-image\" data-id=\"41b8dae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1020\" height=\"275\" src=\"https:\/\/www.psvdl-consulting.com\/wp-content\/uploads\/2022\/09\/Bild1.png\" class=\"attachment-full size-full wp-image-3165\" alt=\"\" srcset=\"https:\/\/www.psvdl-consulting.com\/wp-content\/uploads\/2022\/09\/Bild1.png 1020w, https:\/\/www.psvdl-consulting.com\/wp-content\/uploads\/2022\/09\/Bild1-300x81.png 300w, https:\/\/www.psvdl-consulting.com\/wp-content\/uploads\/2022\/09\/Bild1-768x207.png 768w, https:\/\/www.psvdl-consulting.com\/wp-content\/uploads\/2022\/09\/Bild1-18x5.png 18w\" sizes=\"(max-width: 1020px) 100vw, 1020px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a60a8b5 elementor-widget elementor-widget-text-editor\" data-id=\"a60a8b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Alle Phasen bieten viel Raum f\u00fcr Prozessoptimierung und Digitalisierungspotentiale. Gemeinsam mit dem Kunden stellen wir uns die Frage, welche digitalen Kommunikationskan\u00e4le wir in die Customer Journey einbinden k\u00f6nnen:<\/p><ul><li>Kann f\u00fcr die Kommunikation und Z\u00e4hlerstandsmeldung ein Self-Service-Portal oder eine App entwickelt werden?<\/li><li>K\u00f6nnen wir Briefe, Rechnungen und weitere postalische Dokumente zur Ressourcenschonung durch einen digitalen Versand ersetzen?<\/li><li>Wie k\u00f6nnen Vertragsabschluss und K\u00fcndigung digital umgesetzt werden, z.B. durch einen Video-Ident-Service?<\/li><li>Welche digitalen Zahlungsm\u00f6glichkeiten k\u00f6nnen angeboten werden?<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4aa9cab elementor-widget elementor-widget-spacer\" data-id=\"4aa9cab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20dfeb7 elementor-widget elementor-widget-heading\" data-id=\"20dfeb7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Steuerung mit KPIs \u2013 unser Service Offering <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e997d74 elementor-widget elementor-widget-text-editor\" data-id=\"e997d74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Als Experten des digitalen Kundenservice bieten wir unter anderem Unterst\u00fctzung bei der KPI-Steuerung an. Im Backoffice-Betrieb k\u00f6nnen KPIs dabei helfen, die Steuerung des Gesch\u00e4fts und die internen Prozesse zu optimieren. Wir als PSvdL-Consulting unterst\u00fctzen dabei, KPIs als strategisches Steuerungsinstrument ganzheitlich entlang der Kunden-Journey aufzubauen und bis in die Fachabteilungen hinein erfolgreich zu implementieren.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-50eae98 elementor-blockquote--skin-border elementor-widget elementor-widget-blockquote\" data-id=\"50eae98\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\tWas sind eigentlich KPIs? \t\t\t<\/p>\n\t\t\t\t\t\t\t<div class=\"e-q-footer\">\n\t\t\t\t\t\t\t\t\t\t\t<cite class=\"elementor-blockquote__author\">KPI steht f\u00fcr Key Performance Indicator und gibt einen Einblick in die aktuellen Entwicklungen im Unternehmen und die einzelnen Bereiche<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72edde7 elementor-widget elementor-widget-text-editor\" data-id=\"72edde7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Der Ansatzpunkt f\u00fcr die Entwicklung von KPIs sind die Unternehmensziele. Diese werden in Bereichsziele umgewandelt, sodass die Zielerreichung auf allen Ebenen messbar wird. \u00dcbergeordnet steht das Ziel, die Performance des Unternehmens zu verbessern, Bereiche individuell zu steuern und eine kontinuierliche Verbesserung zu implementieren. PSvdL Consulting begleitet diesen Prozess von der Erarbeitung neuer KPIs, \u00fcber die \u00dcbertragung auf die einzelnen Steuerungsebenen bis hin zur Umsetzung und Visualisierung der Kennzahlen in einem Dashboard.<\/p><p>Gerne k\u00f6nnt ihr euch zu diesem Thema auch unseren LinkedIn-Beitrag anschauen: <a href=\"https:\/\/www.linkedin.com\/feed\/update\/urn:li:activity:6892173123652067330\/\"><strong>LinkedIn<\/strong><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71607de elementor-widget elementor-widget-spacer\" data-id=\"71607de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ba468a elementor-widget elementor-widget-heading\" data-id=\"9ba468a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">Unsere n\u00e4chsten Themen\u2026<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c434c8 elementor-widget elementor-widget-text-editor\" data-id=\"2c434c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Aufgrund der aktuellen Energiekrise unterst\u00fctzen wir unsere Kunden nat\u00fcrlich bei den ganz brennenden Themen wie Preisanpassungen und drohenden Forderungsausfall durch die steigenden Strom- und Gaspreise.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Der Digitale Kundenservice ist jetzt schon seit einigen Jahren eines unserer zentralen Themen im Projektgesch\u00e4ft sowie ein aktuelles Business Development Thema. Welche Prozesse sich dahinter verstecken und welche wir von PSvdL Consulting genau begleiten, erf\u00e4hrst du in unserem Magazinbeitrag.<\/p>","protected":false},"author":2,"featured_media":3184,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"wp_typography_post_enhancements_disabled":false,"footnotes":""},"categories":[1],"tags":[46,47,48],"class_list":["post-3162","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-unkategorisiert","tag-customer-journey","tag-digitalisierung","tag-kundenservice"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Themenexpertise PSvdL Consulting: Der digitale Kundenservice - PSvdL Consulting<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.psvdl-consulting.com\/en\/themenexpertise-psvdl-consulting-der-digitale-kundenservice\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Themenexpertise PSvdL Consulting: Der digitale Kundenservice - PSvdL Consulting\" \/>\n<meta property=\"og:description\" content=\"Der Digitale Kundenservice ist jetzt schon seit einigen Jahren eines unserer zentralen Themen im Projektgesch\u00e4ft sowie ein aktuelles Business Development Thema. 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