LogiChem EU 2019

19 - 21 March, 2019

Grand Hotel Krasnapolsky, Amsterdam

+44 207 036 1378

Matthias Arzner


Head of OTC
Archroma


4:30 PM CASE STUDY: How to achieve cost effective customer service operations that provides high customer satisfaction with quality support

·         What approach should you develop to execute defined service levels?
·         Should companies balance costs versus services, or differentiate service versus price?
·         How to manage specific customer’s demands: What do customers really want?
·         How to achieve cost –quality balance

4:50 PM Drill Down Roundtable Discussions - Customer Service

Roundtable 1.  What is the long term impact of process automation on customer service employees and customers?
Stephanie Wright, Head of Customer Service & Control Tower, Henkel

Roundtable 2. How to develop KPI and customer service metrics to increase the performance of your OTC processes 
Matthias Arzner, Head of OTC, Archroma

Roundtable 3. How to organise workload between your part and full time customer service teams that aligns with business targets and customer demands
Andrea Tietze, Head of Customer Service, Evonik

Roundtable 4. Centralised versus decentralised customer service departments: Which model can address internal customer service challenges better?

Roundtable 5. How to centralize a complaint entry process in order to reduce the processing time and increase the operational performance of the department
Emilie Andrien, Customer Care Manager EMEA, DSM Engineering Plastics B.V.



Check out the incredible speaker line-up to see who will be joining Matthias.

Download The Latest Agenda