Jovana Katin

CASE STUDY CUSTOMER ESCALATION OBJECTIVES Company had a problem with a shipped component to a customer of high importance for business. Product was part of customer newest product, so it has automatically jeopardize customer project milestones and product release. It resulted in immediate dissatisfaction, opening high level of escalation, and potential high-cost impact: For all products which already had built-in incident component Jeopardizing customer project milestones Stopping new projects from customer to our company SOLUTION We have immediately formed cross-functional team to be focused to resolve issue in time-acceptable manner and I was the leader of the team, as well as all customer face. Due to complexity of the issue solution was divided in 3 stages: Immediate action of producing new component, organizing replacing component in customer product Use problem solving techniques to define root cause and implement robust corrective actions to eliminate problem Find systematic root cause why failure occurred and implement corrective actions on all similar products, processes, projects so failure is eliminated on all levels (stop reoccurrence to all products and customers) KEY POINTS CHALLENGES Customer business High cost impact Team focus Time management RESULTS Escalation ended earlier Initial costs decreased for 85% Project back-on-track Built strong customer relations Lessons learned for all future projects and customers RESULTS 1. Tensions down, results up Customer is calmed down, costs are becoming predictable, team is focused and actions are closing faster 2. Team approach bringing back confidence Customer is satisfied with transparency, used approach and cofident about expretise and eliminating issue. 3. Lessons learned preventing reccurence Costs are clear, confidence is brought back, customer continued project with improved component. All lessons learned are rolled out where applicable to prevent reoccurring. JOVANA KATIN Customer Success Manager "Every customer escalation requires custommade approach, due to its sensitivity and complexity of the issue. But what is common for all is building strong relationship and trust with customer as well as keeping focus of the team on challenge. This will result in ended escalation and build new bridges in your business relationship."