“Flexibility at the customer interface combined with handling efficiency: The new process has to withstand both these criteria. Situational demands in sales and a quick phone call must still be possible, but the triage and documentation have to be clearly and transparently managed.”

"Process and data models were not only a good basis for cooperation with the implementation partners, but also proven to be useful in communicating with internal stakeholders. In particular, the responsibilities for activities and inconsistencies in details, such as mixed-up actions, were recognized. However, it was not easy for some …