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Significant increase in efficiency
Customer service optimization at Lavazza
As part of the customer service optimization at Lavazza, processes were automated and structured in order to increase efficiency. By conducting targeted workshops and implementing EDI connections, the operational effort was significantly reduced and the automation rate increased to over 60 percent.
About the company
Lavazza was founded in Turin in 1895 and still has its headquarters there today. The company operates internationally as a provider of high-quality coffee solutions and offers a wide range of roasted coffee, capsules, pods and coffee machines for private and professional use. Lavazza pursues a consistent sustainability strategy with a focus on fair supply chains, environmental protection and social responsibility, including through the activities of the Lavazza Foundation. The company employs over 4,000 people worldwide and is one of the largest coffee companies in Europe. It is distributed globally in over 140 countries via retailers, restaurants, online retailers and specialized distribution partners.
The project
The challenge
Lavazza aimed to double its sales in the out-of-home business. However, the existing customer service processes and structures were not designed for this growth and there was a lack of structure, transparency and clear responsibilities.
Consulting approach
1. Analysis of the current situation in customer service.
- Interviews with stakeholders and analysis of workload distribution.
- Process analysis and benchmarking to identify areas for action.
- Prioritization of implementation workstreams.
2. Conception of the automation of order processing:
- Workshops to prioritize customer groups for the transistion to automated processes.
3. Conception of standardization and streamlining of new customer creation:
- Interviews and workshops to define target processes and align requirements.
Solution and customer benefits
By optimizing the customer service processes, Lavazza was able to increase the automation rate of order processing from less than 20 percent to over 60 percent within a year togehter with valantic. This led to a reduction in operating expenses of more than 50 percent. Technical and administrative prerequisites were created to integrate customers with an EDI connection. In addition, target processes were defined for the creation of new customers.
Conclusion
The optimization of customer service at Lavazza led to a substantial increase in efficiency. Automating and streamlining processes reduced operating expenses and freed up capacity for targeted growth. Cross-departmental collaboration ensured that improvements were implemented sustainably.
Your Contact
Dr. Bernhard Höveler
Partner & Managing Director
valantic Supply Chain & Procurement Consulting