{"id":64905,"date":"2021-09-20T12:49:00","date_gmt":"2021-09-20T12:49:00","guid":{"rendered":"https:\/\/kepner-tregoe.com\/about\/client-success-stories\/customer-support-as-competitive-advantage\/"},"modified":"2021-09-20T12:49:00","modified_gmt":"2021-09-20T12:49:00","slug":"customer-support-as-competitive-advantage","status":"publish","type":"client-success-story","link":"https:\/\/kepner-tregoe.com\/de\/about\/client-success-stories\/customer-support-as-competitive-advantage\/","title":{"rendered":"Kundensupport als Wettbewerbsvorteil"},"content":{"rendered":"<h2><\/h2>\n<h2><\/h2>\n<h3><strong>Kunde<\/strong><\/h3>\n<p>Siemens Automation and Drives (A&amp;D) stellt Hardware- und Software-Automatisierungskomponenten her und bietet ma\u00dfgeschneiderte Automatisierungsl\u00f6sungen in verschiedenen Branchen. Auf dem globalen Markt hat Siemens A&amp;D durch herausragenden Service und Support die Kundenzufriedenheit zu einem strategischen Wettbewerbsvorteil gemacht. <\/p>\n<h3><strong>Herausforderung<\/strong><\/h3>\n<p>Aufbauend auf umfangreicher Erfahrung und einer ausgepr\u00e4gten Servicekultur suchte die Supportgruppe f\u00fcr SIMATIC-Produkte von Siemens A&amp;D nach M\u00f6glichkeiten, diesen Wettbewerbsvorteil durch Verbesserungen in Schl\u00fcsselbereichen zu optimieren.<\/p>\n<h3><strong>L\u00f6sung<\/strong><\/h3>\n<p>Siemens A&amp;D wandte sich an Kepner-Tregoe Resolve\u00ae, ein System zur Analyse technischer St\u00f6rungen, das Supportmitarbeitern erm\u00f6glicht, jede Kundensituation strukturiert zu bearbeiten. In Zusammenarbeit mit KT identifizierte Siemens Verbesserungsziele, die zu einer schnelleren Probleml\u00f6sung und einem besseren Kundenerlebnis f\u00fchren w\u00fcrden. Dazu geh\u00f6rten:  <\/p>\n<ul>\n<li>Verwendung einer systematischen Bewertung der Kundensituation zur Bestimmung des optimalen L\u00f6sungsansatzes<\/li>\n<li>Beschreibung des Problems durch exakte Isolierung seiner Ursache<\/li>\n<li>Verwendung einer standardisierten, strukturierten Methode zur Ermittlung der tats\u00e4chlichen Ursache<\/li>\n<li>Vermeidung unn\u00f6tiger Tests<\/li>\n<li>Dokumentation von F\u00e4llen auf klare, einheitliche und vollst\u00e4ndige Weise<\/li>\n<\/ul>\n<p>Ein umfassendes Resolve-Programm wurde implementiert, um diese Ziele durch eine Kombination aus Troubleshooting-Schulungen und Coaching, Definition von Ausl\u00f6sern f\u00fcr Eskalation und den Einsatz systematischer Probleml\u00f6sung, Aufbau von Managementunterst\u00fctzung, Integration systematischer Fehlersuche in Prozesse und Systeme sowie Installation von Systemen f\u00fcr Feedback und Kontrolle zu erreichen.<\/p>\n<h3><strong>Ergebnisse<\/strong><\/h3>\n<p>Alle Ziele wurden erreicht, da das umfassende, systematische Problemmanagement von Resolve sowohl die Geschwindigkeit als auch die Qualit\u00e4t der Probleml\u00f6sung verbesserte. Mit der Einf\u00fchrung des Programms stieg die Kundenzufriedenheit und erreichte ein Allzeithoch, und der R\u00fcckstand verringerte sich drastisch, was zu weniger kritischen Kundensituationen und \u201eNotfallrettungs\u201c-Aktivit\u00e4ten f\u00fchrte. <\/p>\n","protected":false},"author":8,"featured_media":6748,"template":"","client-success-story-category":[308],"class_list":["post-64905","client-success-story","type-client-success-story","status-publish","has-post-thumbnail","hentry","client-success-story-category-manufacturing-operations"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Kundensupport als Wettbewerbsvorteil - Kepner-Tregoe<\/title>\n<meta name=\"description\" content=\"Kunde Siemens Automation and Drives (A&amp;D) stellt Hardware- und Software-Automatisierungskomponenten her und bietet ma\u00dfgeschneiderte\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kepner-tregoe.com\/de\/about\/client-success-stories\/customer-support-as-competitive-advantage\/\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kundensupport als Wettbewerbsvorteil\" \/>\n<meta property=\"og:description\" content=\"Kunde Siemens Automation and Drives (A&amp;D) stellt Hardware- und Software-Automatisierungskomponenten her und bietet ma\u00dfgeschneiderte\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kepner-tregoe.com\/de\/about\/client-success-stories\/customer-support-as-competitive-advantage\/\" \/>\n<meta property=\"og:site_name\" content=\"Kepner-Tregoe\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kepner-tregoe.com\/wp-content\/uploads\/2025\/07\/iStock-1255014654.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1600\" \/>\n\t<meta property=\"og:image:height\" content=\"900\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/about\\\/client-success-stories\\\/customer-support-as-competitive-advantage\\\/\",\"url\":\"https:\\\/\\\/kepner-tregoe.com\\\/de\\\/about\\\/client-success-stories\\\/customer-support-as-competitive-advantage\\\/\",\"name\":\"Kundensupport als Wettbewerbsvorteil - 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