Manufacturing
Manufacturing · DACH, Germany
The challenge
German technical support was the manufacturer's most expensive and slowest line. Two previous attempts had failed.
What we did
We built a dedicated German-language team in Bielsko-Biala, hiring for technical aptitude alongside language and integrating directly with the ERP.
Results
- Czas reakcji na zapytania o części skrócony z kilku dni do poniżej 90 minut
- Koszt na kontakt niższy o 43 procent wobec bazy niemieckiej
- Rozwiązywalność techniczna przy pierwszym kontakcie na poziomie 79 procent
- Rozszerzenie zespołu z 9 do 22 stanowisk i dodanie języka czeskiego
Why it worked
The problem was language plus technical literacy, and recruiting for both is a hiring decision, not a training programme.
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