The Results With Radaro
SAP integrated across 32 regions
18-month global rollout
19 languages configured
Board and regional executive reporting
Enabled global service network CX
Company Overview
Miele, the renowned German family-owned company founded in 1899, is a global leader in premium domestic and professional appliances. Today, Miele’s core focus lies in crafting high-quality appliances for both home and professional use. With their motto “Immer besser” (Forever better), Miele is committed to continuously improving products and services, striving for excellence and innovation to surpass competitors. With a presence in nearly 50 countries, Miele blends wholly owned operations with export market representation on a global scale.
Industry
Retail/Service
Employees
Around 23,000 (2023)
Use Case
Customer Experience, Business Efficiency Optimisation
01
Challenge
- Miele wanted to take its digital customer communications to the next level and searched for a partner who could handle their global operations and uphold the high digital service standards that the Miele brand is known for.
- Collecting service performance feedback worldwide in various formats led to differences in workflow processes and made it difficult to measure performance consistently.
- Global service operations used different reporting mechanisms for each region, resulting in region-based discrepancies in performance standards.
- Continuing the success and momentum of implementing a specialized technology platform throughout our global operations.
02
Solution
- Miele implemented Radaro’s integrated service delivery management software across its global service network ensuring that regional languages and communication protocols fit seamlessly into their existing processes, while also providing a unified framework for digital engagement.
- The standardisation of the digital customer experience and feedback process for service days, assisted in capturing data on intraday intervention management and escalations.
- Radaro's integrated deployment provided centralised transparency and visibility across global operations, while its advanced business intelligence (BI) analytics and reporting tools allowed for in-depth analysis and comprehensive reporting capabilities.
- Radaro’s integration with SAP and deployment to different regions in just a few weeks were crucial in meeting Miele’s global platform standards.
03
Outcome
- Deployed globally in under 18 months across 32 regions in Europe, North America, and APAC, offering services in 19 languages, Radaro’s platform provides a premium service and a customer-focused approach to problem-solving.
- Miele created a single global process for gathering customer feedback and handling issues, while regional teams devised programs to reward and retain top-performing technicians, enhancing Miele's premium global brand with better digital customer experiences.
- Both Miele’s board and regional executives review global BI analytics insights to gain a better understanding of and improving customer satisfaction during service days.
- Miele’s global team sped up the rollout by encouraging collaboration and sharing insights between regions and as a result engagement and experience improved worldwide.
Testimonials
