Excellent products demand excellent service. For the client, one of Europe's leading manufacturers of high-quality parquet solutions, customer service is a central component of brand quality.
However, with an international business, a heterogeneous IT landscape and a comparatively small, centrally managed service team, a crucial question arose: **How can customer service be organized efficiently, transparently and scalably across national borders?
The challenge
- Complex, multi-level service processes across several countries
- Heterogeneous system landscape without end-to-end integration
- High time pressure in the processing of customer enquiries
- Central management of external IT service providers
- Lack of transparency regarding the status and progress of support cases
The aim was to create a solution that is both efficient and flexible - and at the same time optimally supports the existing organization.
The solution approach
The focus was on a combination of low-code technology and enterprise application integration (EAI) to connect existing systems and automate processes.
Utilization of existing work environments Ticket entry was implemented directly in the SharePoint intranet - users continue to work in their familiar environment.
Central service platform A central customer service system was set up with BPA Solutions, which bundles and transparently displays inquiries from all countries.
End-to-end process integration External service providers are connected via interfaces so that processing statuses are visible in real time in the central dashboard.
Data integration and transparency All relevant data is managed centrally in Microsoft SQL Server and displayed in SharePoint.
The solution: Integrated customer service management
The implemented solution enables:
- Centralized recording and control of all service requests
- Clear classification and prioritization of tickets
- Efficient delegation to internal and external service units
- Transparent tracking of all processing steps
- Real-time status overview across country and system boundaries
The added value for Bauwerk Parkett
Central transparency All service cases are clearly available at all times.
More efficient processes Automation reduces manual coordination and throughput times.
Optimal use of existing systems Integration instead of replacement of the existing IT landscape.
High user acceptance Work in familiar tools without additional training.
Scalability The solution grows with the company's requirements.
Fast implementation, sustainable success
An MVP was rolled out productively after just 6 months. Since then, the solution has been continuously developed and is now in its 6th generation.
In the next step, the platform will be further transformed as part of the company's cloud strategy.
Conclusion
Efficient customer service is not created by individual tools - but by the intelligent combination of processes, systems and organization.
This success story shows how an internationally scalable customer service can be successfully implemented through a combination of low-code, integration and clear process logic.