Services Excellence
arrow_back Back to Home

CASE MANAGEMENT TEAM

We enable people & business growth by reducing repetitive task effort

Hiab Case Management concept

  • Better Customer Experience: Faster resolution, consistent handling, and improved transparency for customers.
  • Operational Efficiency: Reduced manual effort, fewer handovers, and streamlined workflows.
  • Global Process Standardisation: Common way of working across regions and functions.
  • End-to-End Visibility: Real-time tracking of case status, ownership, workload, and performance.
  • Data Driven Decision: Actionable insights through analytics, reporting, and trend monitoring.
  • Cross-Functional Collaboration: Seamless cooperation between Support, Service, Sales, Engineering, and Operations.
  • Scalability for Growth: Supports increasing case volumes without proportional resource growth.
  • Foundation for Automation & AI: Structured processes and data enabling future intelligent automation.

Hiab Case Management

Audience: end-Customer, Partner, Dealer, Importer

Delivery: Hiab country & global support

Channels: email, Partner Portal, web, webshop, phone

Process Flow

  1. Submit request: Requester raises a request via preferred channel.
  2. Capture & Assign: Request details are recorded in Salesforce and case is assigned automatically.
  3. Resolution Process: Seamless resolution regardless of support level with enhanced data.
  4. Customer updates: Status updates and information are shared with the requester through relevant channel.
  5. Feedback & KPIs: We collect feedback to improve services and monitor performance.

KPIs and Performance

  • Satisfaction surveys
  • Time to First response
  • Time to Resolution
  • Open feedback collection

Core Enablers

  • All tiers within one system (country & global support)
  • SAP data available on agent console
  • Equipment & Parts details
  • HSM: Service History
  • Structured information
  • 360 degree Customer view
  • Assignment logic built-in
  • Status visibility in the Portal
  • Proactive communications
  • Easier tracking

Roles & Responsibilities within Customer Support Process

  1. Services/Sales Manager
    • Resource Management
    • Promotion & Communication
    • Local Leadership
  2. Customer Support Supervisor (Team Leader/Workshop Manager)
    • Operational Management
    • Performance & Quality Monitoring
  3. Process Expert (Key User) (experienced sales admin/service coordinator or Team Leader)
    • Change Agent
    • Team Support
    • Acting as a Customer Support Agent
    • Active during continuous development (providing local feedback)
  4. Customer Support Agent (eg. Sales admin, Service coordinator)
    • Case Handling
    • Process Adherence
    • Performance
    • Problem Resolution

Roles can be shared or combined by various people.

Training Governance Model

Project Team Responsibility

  • Develop training materials
  • Deliver Key User training online
  • Provide recordings and user guides
  • Support Hypercare phase
  • Monitor adoption and feedback
  • Process audit after hypercare

Country Responsibility

  • Nominate Key Users
  • Attend global training sessions
  • Deliver local end-user training
  • Collect feedback and support local adoption
  • Maintain know-how within the local team

Face-to-face training requirements can be discussed based on country needs.