The customer:
CommuniGate Communication Service GmbH is a joint venture between Bayern Card-Services GmbH and Lufthansa AirPlus Servicekarten GmbH and at their request, operates a customer service centre. LASG and BCS are developers and issuers of the Lufthansa Card and high-grade credit cards like the Miles & More Card, Porsche Card, Deutsche Bank Premium Card etc. These card owners belong to the top customer segment (LH Senator Card, Frequent Travellers).
The project:
The Client Vela consultancy in the CommuniGate customer service centre comprises process analysis and definition, setting up a reporting structure and quality optimisation, while concurrently reducing costs. In the context of a comprehensive activity survey, the software tool "ProcessLog", developed by Client Vela, was put to good use. The use of this tool permits electronic recording of all activities in daily business and serves as an analytical instrument to indicate process and staff-oriented potential for productivity improvement.