Project context
Setting up a new customer service site with a focus on digital service channels
Key areas
Site setup, organisational structure, recruitment, technical infrastructure, quality management
The role of grünlicht
Total project management and operational leadership up to handover
Starting situation
A leading telecommunications provider was planning to establish a completely new customer service site that would exclusively cover digital service channels. The goal was to provide customers with efficient and professional support via chat, messaging, and for the first time, also via Facebook and Instagram.
- Selection of a suitable location with optimal infrastructure
- Development of an organisational structure that exclusively maps digital service forms
- Casting for all roles – from agent to site manager – within a tight time and budget frame
- Setting up the technical framework, including our own studio for video production.
- Ensuring quality and consistency in communication
Our Approach
grünlicht took charge of the entire project management and oversaw the customer service centre from the initial concept right through to the handover of operations.
The central building blocks were:
- Location search and selection
Analysis of potential cities and real estate, economic feasibility assessment and decision preparation. - Organisational structure
Development of a clear roles and responsibilities model with a focus on digital channels - Resource and personnel planning
Definition of staffing requirements, recruitment and filling of around 120 positions - Technical infrastructure
Planning and setup of all systems, integration of chat and messaging platforms, and establishment of a studio for video content - Interim Management
Operational management of the site until handover to the new management. - Wording Guidelines
Development of cross-channel language and communication standards, tailored to digital channels and social media - Process and Quality Management
Establishment of processes, KPI systems, team training, and implementation of a continuous improvement process - Change and Communications Management
Accompanying employees, stakeholder management, and transparent communication throughout all project phases
Measures in detail
A central building block was project management with a detailed project plan, clear milestones, budgets, and timelines. This allowed the site's construction to be managed in a structured and reliable way, despite tight constraints.
In parallel, recruitment and onboarding were implemented for all roles. This included filling all positions as well as training and instruction for the new teams.
On the technical side, integration with CRM and ticketing systems was carried out, as well as the introduction of modern chat and messaging solutions. Complementary to this, a studio for video tutorials, explainer videos, and social media content was established.
In addition, quality standards, a feedback and monitoring system, and clear escalation paths were established. Accompanying this was the creation of a modern workplace concept with a focus on digital collaboration and employee satisfaction.
Results
- Project goal achieved:
The site was fully constructed and handed over in just 10 months – within the planned timeframe and budget. - Operational strength from the outset:
With around 120 employees, the operation was able to start on time - Customer satisfaction
Higher satisfaction ratings than the established locations already in the first few months - Employer Branding:
The new location quickly became an attractive employer in the regional job market. - Digital Excellence
Successful launch of new service channels – seamlessly integrated into the existing system landscape - Long-term effect:
Sustainable organisational structures and established quality processes ensure stability and scalability.
Key Learnings
- The establishment of new sites is successful and efficient when strategy, organisation, and technology are planned cohesively from a single source.
- Clear wording and consistent guidelines are essential for cross-channel communication.
- With a good balance of process management and agile adjustments, high quality can be achieved even within tight timeframes.
- Early integration of quality and feedback loops directly contributes to customer satisfaction.