No matter whether small or large, enterprises have to face the challenge of providing processes and procedures that are tailored to their customers and offer an exceptional customer journey in a competitive environment. This also affects one of the largest companies in Germany who is dealing with passenger and goods traffic. With our tried and tested approach, our expertise and the methods and tools we used, we helped our customer to deliver a tangible added value in their day-to-day business. Read for yourself:
Some facts about the project and the delivered added value:
- Consistent alignment of the tender & sales process to customer requirements
- Digitization & automation of the affected processes
- Increasing the effectiveness & efficiency during the tendering process
- Determination & measurement of process throughput times
How can customers be provided with economic and competitive offers in real time?
Our customer is a wholly owned subsidiary of an internationally renowned provider of mobility and logistics services. The parent company operates in over 130 countries worldwide and focuses primarily on the transport of passengers and goods by rail and bus. Our customer employs over 6000 people throughout Germany and is responsible for the sales channels and infrastructure throughout the concern. With a share of around 40 percent, online and mobile phone tickets have become the most important sales channel. During digitalization, digital ticket sales were continuously increasing. The existing process structure was rigid, not designed to meet these requirements and process runtimes were difficult to predict. Therefore, it was necessary to digitize processes and structures and to realign them consistently. This will made it possible in future to respond optimally to changing customer requirements and needs.
Consistent reorientation of the tender process to meet customer needs and corporate interests
A proven project procedure involving all stakeholders was the basis for the success of the project. At the beginning, the actual status of the tender process was worked out through various interviews and workshops with executives. This included the complete analysis, evaluation and mapping of the processes on the one hand, and the identification of process-related weaknesses on the other. In addition, process responsibilities were clarified, and the actual runtimes were examined for optimization potential.
From current to future state
The result was clear: the tender process and the associated sub-processes had to be optimized and digitally integrated. In addition, fundamental responsibilities, cooperation models and decision-making structures in the process must be significantly improved. Therefore, an extensive target process conception and implementation was necessary.
We carried out the preparation of the target process according to the so-called pull principle in various workshops with representatives from all over Germany. Among other things, important interface partners such as DB Regio GmbH were deliberately integrated to optimally integrate the customer's needs and thus also the corresponding interfaces. The creation of the target status also required the management to be systematically and structurally involved in the development of the new process, including the sub-processes and the respective governance.
Together with our partner TIM Solutions, we were able to successfully establish and implement the defined processes and potentials in the company by means of an automation and digitization strategy.
Creation of a more predictable, effective and efficient tendering process
By implementing the project, we were able to create transparency between customer expectations and internal company process requirements. We were also able to identify process weaknesses and consolidate fields of action. In addition, we were able to uncover process-related optimization potentials and develop a concept with measures to eliminate process weaknesses. These measures were completed by the successful implementation of digital process tools and methods.
„Ventum Consulting convinced us as a competent partner for the analysis and optimization of internal processes and structures in the sales department.“
In accordance with our principles, we have gone two steps further and have consistently aligned the offering process to the customer needs and the entrepreneurial interests of our customer. The digitalization of processes, and thus the integration of the processes through digital technologies and methods in the organization, ultimately ensured our customer a noticeable added value in the entire offer and sales process.