Multiple business units interact with service customers (marketing, finance, sales, legal, product management, etc.) on different levels, often across business units or even legal entities using various communication channels. Hence, often there is no alignment of communication activities towards the customer. Furthermore customer feedback is not used efficiently nor directed to right position, in spite of the fact that this feedback should be a source of input to all service-related activities.

Barkawi Management Consultants support companies in creating an integrated and efficient interface towards their customers. The identification of customer requirements and incidents as well as the redirection of this information to the right functional unit in our clients companies are the primary objectives. Barkawi knows how to integrate all customer interfaces into one consistent approach. Furthermore, concepts that ensure an internally aligned communication towards our client’s customers and increase customer satisfaction and loyalty accordingly, are developed and implemented with the support of Barkawi.

Barkawi Services:

• Communication concept (e.g. phone, mail, call center, web shops, service homepage, field technicians)
• Customer KPI cockpit
• Issue and complaint management
• Enhance planning concepts (new product introduction)
• Best practice concepts (considering all relevant channels)
• Customer satisfaction survey
• Continuous Improvement Program