/ Workshop moderation and documentation of all customer service processes, in the mail-order industry.

/ Company’s CRM software had to be migrated and partly newly developed. This was part of the integration of CRM into SAP as the preferred company’s ERP software. As a basis for the migration, all customer service processes had to be captured and documented.

/ In a three month project, all relevant business processes were analyzed in daily workshops and documented in the requested format on the same day. Approval of documented content was coordinated with the workshop attendants and finally the approval process was subsequently provided to IT development.

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