The challenge
Customer-service automation included multimedia routing as a distinct improvement project area. The work formed part of a practical service-process portfolio alongside IVR, email invoicing and separate e-commerce Six Sigma initiatives. Its focus was the routing dimension of customer-service automation during Jeroen’s Black Belt assignment.
The contribution
Jeroen led customer-service automation projects involving multimedia routing. The work was one component of his the consumer manufacturing business improvement role, connecting process-improvement leadership with practical service automation. It is presented separately from the IVR and invoicing workstreams because each addressed a distinct application area.
The documented result
The work delivered leadership of the multimedia-routing automation workstream. Technical implementation details and a separate numerical change in response time, cost or customer satisfaction were not publicly reported.
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