{"id":1522,"date":"2026-05-12T10:56:40","date_gmt":"2026-05-12T08:56:40","guid":{"rendered":"http:\/\/www.gruenlicht.com\/?post_type=projekt&#038;p=1522"},"modified":"2026-05-27T08:43:00","modified_gmt":"2026-05-27T06:43:00","slug":"digitaler-kundenservice-standort-telco","status":"publish","type":"projekt","link":"https:\/\/www.gruenlicht.com\/en\/projekte\/digitaler-kundenservice-standort-telco\/","title":{"rendered":"Setting up a digital customer service site for a telco provider"},"content":{"rendered":"<h2 class=\"wp-block-heading has-medium-font-size\">Project context<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Setting up a new customer service site with a focus on digital service channels<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Key areas<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Site setup, organisational structure, recruitment, technical infrastructure, quality management<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">The role of gr\u00fcnlicht<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Total project management and operational leadership up to handover<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Starting situation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Selection of a suitable location with optimal infrastructure<\/li>\n\n\n\n<li>Development of an organisational structure that exclusively maps digital service forms<\/li>\n\n\n\n<li>Casting for all roles \u2013 from agent to site manager \u2013 within a tight time and budget frame<\/li>\n\n\n\n<li>Setting up the technical framework, including our own studio for video production.<\/li>\n\n\n\n<li>Ensuring quality and consistency in communication<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Our Approach<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">gr\u00fcnlicht took charge of the entire project management and oversaw the customer service centre from the initial concept right through to the handover of operations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The central building blocks were:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Location search and selection<br>Analysis of potential cities and real estate, economic feasibility assessment and decision preparation.<\/li>\n\n\n\n<li>Organisational structure<br>Development of a clear roles and responsibilities model with a focus on digital channels<\/li>\n\n\n\n<li>Resource and personnel planning<br>Definition of staffing requirements, recruitment and filling of around 120 positions<\/li>\n\n\n\n<li>Technical infrastructure<br>Planning and setup of all systems, integration of chat and messaging platforms, and establishment of a studio for video content<\/li>\n\n\n\n<li>Interim Management<br>Operational management of the site until handover to the new management.<\/li>\n\n\n\n<li>Wording Guidelines<br>Development of cross-channel language and communication standards, tailored to digital channels and social media<\/li>\n\n\n\n<li>Process and Quality Management<br>Establishment of processes, KPI systems, team training, and implementation of a continuous improvement process<\/li>\n\n\n\n<li>Change and Communications Management<br>Accompanying employees, stakeholder management, and transparent communication throughout all project phases<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Measures in detail<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Results<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Project goal achieved:<br>The site was fully constructed and handed over in just 10 months \u2013 within the planned timeframe and budget.<\/li>\n\n\n\n<li>Operational strength from the outset:<br>With around 120 employees, the operation was able to start on time<\/li>\n\n\n\n<li>Customer satisfaction<br>Higher satisfaction ratings than the established locations already in the first few months<\/li>\n\n\n\n<li>Employer Branding:<br>The new location quickly became an attractive employer in the regional job market.<\/li>\n\n\n\n<li>Digital Excellence<br>Successful launch of new service channels \u2013 seamlessly integrated into the existing system landscape<\/li>\n\n\n\n<li>Long-term effect:<br>Sustainable organisational structures and established quality processes ensure stability and scalability.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Key Learnings<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The establishment of new sites is successful and efficient when strategy, organisation, and technology are planned cohesively from a single source.<\/li>\n\n\n\n<li>Clear wording and consistent guidelines are essential for cross-channel communication.<\/li>\n\n\n\n<li>With a good balance of process management and agile adjustments, high quality can be achieved even within tight timeframes.<\/li>\n\n\n\n<li>Early integration of quality and feedback loops directly contributes to customer satisfaction.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Setting up a new customer service site with a focus on digital service channels, organisation, recruitment, technical infrastructure and operational handover.<\/p>","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"leistungsbereich":[17,15,16,18],"branche":[25,22],"projekttyp":[44,33,34,42,35,43,41,40,38],"class_list":["post-1522","projekt","type-projekt","status-publish","hentry","leistungsbereich-customer-experience","leistungsbereich-ki","leistungsbereich-organisation-strategie","leistungsbereich-service-digitalisierung","branche-kundenservice","branche-telekommunikation","projekttyp-change-management","projekttyp-customer-experience","projekttyp-digitalisierung","projekttyp-interim-management","projekttyp-ki-implementierung","projekttyp-projektleitung","projekttyp-prozessdesign","projekttyp-qualitaetsmanagement","projekttyp-recruiting"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt\/1522","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt"}],"about":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/types\/projekt"}],"version-history":[{"count":4,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt\/1522\/revisions"}],"predecessor-version":[{"id":1873,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekt\/1522\/revisions\/1873"}],"wp:attachment":[{"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/media?parent=1522"}],"wp:term":[{"taxonomy":"leistungsbereich","embeddable":true,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/leistungsbereich?post=1522"},{"taxonomy":"branche","embeddable":true,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/branche?post=1522"},{"taxonomy":"projekttyp","embeddable":true,"href":"https:\/\/www.gruenlicht.com\/en\/wp-json\/wp\/v2\/projekttyp?post=1522"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}