Global standardization thanks to central service center platforms
Documentation, analysis, and optimization of customer processes which will improve service quality
Tailored IT solutions to provide sales support
Frankfurt am Main – By implementing its corporate strategy “Lufthansa Cargo 2020,” Bosch Communication Center is supporting Germany's largest cargo airline. Lufthansa Cargo is reorganizing the structure of its service centers as part of the “Global Sales Support” project. As a general contractor, Bosch is responsible for Lufthansa Cargo service centers worldwide. In addition to managing operations, Bosch is primarily tasked with developing the service center platform. This is achieved by analyzing and optimizing customer processes as well as developing customer-specific IT tools, and reporting and forecasting models. In addition, Bosch will support Lufthansa Cargo's sales team with a comprehensive sales concept in the future.
Service from a single source During the first phase of the project, Bosch Communication Center will take over the operation of the existing global service centers. Gradually linking these service centers together to create a single optimized site concept, this process is based on a shared communication platform. In addition to the Bosch Center in Manila/Philippines, the services are carried out in two other service centers enlisted by Bosch as subcontractors. This in turn benefits Lufthansa Cargo, as having only one contractual partner significantly reduces the administrative expenses. “Thanks to the new structure and a shared platform, we benefit from consistently high quality and uniform standards across all service centers,” explains Tanja Eibich, Director of Sales Processes and Channel Management, and also Project Manager for Global Sales Support at Lufthansa Cargo. “At the same time, the operational stability of this one-stop solution allows us to react more efficiently to weather-related fluctuations, for example.”
Tailored IT solutions The service centers provide both front and back-office services, such as air cargo reservations, cargo information, processing of complaints, processing of electronic booking requests, data acquisition, and reporting. The standardization and automation of internal and external processes is also seen as a priority in order to increase the efficiency of the service center platform as a whole. The Bosch team is carrying out comprehensive analyses to determine optimization potential within the many sub-processes. In doing so, the service provider is relying on tailored IT solutions, some of which are being developed specifically for Lufthansa Cargo as part of the project. This includes a customer dashboard, which is intended to be used as a central sales support tool. According to Tanja Eibich “The customer dashboard supports the platform in its function as a sales channel, as well as supporting internal sales within the Lufthansa Cargo.” All of the available customer and market data is compiled into an intelligent knowledge database and made available to all teams worldwide. “By working together with Bosch, we can access IT solutions that we do not currently have ourselves.” As a result, customer data can be displayed in real time when receiving a call, for example. This allows us to take a personalized and targeted sales approach, while tailoring our bid proposal management process accordingly. Further improvements in sales support are planned for the future, with a designated Bosch sales team taking responsibility for individual Lufthansa Cargo customer groups.
Global network and expertise “Our many years of experience in Business Process Outsourcing for international customers, especially in the tourism and transportation sectors, are instrumental in the planning and implementation of this global project. This expertise was a key factor for Lufthansa Cargo when it came to choosing Bosch,” said Astrid-Karoline Lamm, Head of Sales and Key Account Management for Travel and Transportation at the Bosch Communication Center. “As a result of the holistic approach, the existing service center platform is becoming a standardized global network that meets the demands of Lufthansa Cargo in terms of high-quality, cost-effective customer service.”
New Fort Lauderdale, Fla. location to support automotive, travel and transportation industries
Up to 100 new jobs expected by end of 2014
Frankfurt, Germany and Fort Lauderdale, USA – The Bosch Group, a leading global supplier of technology and services, will open its first North American communication center in Fort Lauderdale, Fla. in early 2014. At the new location, the business unit Bosch Communication Center, the Group's international service provider, will expand its global network and begin offering a range of services for U.S. and Canada customers. The new service center is expected to generate approximately 100 jobs by the end of 2014.
“The North American market is a key strategic growth market for us. The new location in Fort Lauderdale will provide us a strong operational basis to establish our business in the United States and Canada and effectively support local customers,” says Robert Mulatz, head of Bosch Communication Center.
Services for the automotive, travel and transportation industries In Fort Lauderdale, Bosch Communication Center will focus on services for the automotive industry that increase safety and convenience for drivers and passengers. The international service provider plans to offer a range of services, such as 24/7 emergency call service, roadside assistance as well as customer services for carsharing companies. “Innovative mobility concepts are gaining more importance,” said Mulatz. “Having successfully introduced new mobile solutions in Europe, we now aim to support North American customers with these solutions.”
In addition to the automotive sector, Bosch plans to utilize its service portfolio in Fort Lauderdale to support the travel and transportation industry with customer services as well as security for sea freight. Fort Lauderdale provides a favorable location due to its close proximity to Port Everglades, a major gateway for international trade and third busiest cruise port in the world.
Expansion of international presence Establishment of the new Bosch Communication Center in Fort Lauderdale will increase the business unit's international footprint. Established in 1985 as a monitoring center, Bosch Communication Center has significantly expanded its international network, offering more than 1,000 customers unique services including service and information hotlines, technical and field service support, feedback management, video surveillance and mobile security. Today, some 5,000 Bosch Communication Center associates within 26 locations provide services in more than 30 languages, conducting approximately 90 million transactions across all communication channels.
With the opening of this facility, the Bosch Group also expands its footprint in Broward County. Bosch Thermotechnology North America, a leading provider of water source and geothermal heat pumps, solar thermal systems, tankless water heaters and condensing boilers for residential and commercial applications, employs some 300 associates in Fort Lauderdale.
Investment in traffic infrastructure a requirement for future mobility
Technical potential of traffic management not exploited
Exploratory field tests of solutions and concepts in Germany
Berlin – Franz Fehrenbach, the chairman of the supervisory board of Robert Bosch GmbH, is calling for more investment in an intelligent infrastructure to facilitate future mobility. “The transportation of the future must be realized in Germany first. To enable this, we need more investment – and more sensible investment – in our mobility infrastructure,” Fehrenbach said at the 30th German Logistics Congress in Berlin. Above all, Fehrenbach sees the country lagging behind considerably in the area of traffic infrastructure. Catching up will involve not only bridge repairs and the construction of more freeways, he said. It will also require investments in infrastructure to be oriented toward the fundamental trends in mobility. According to him, electrification, automation, and connectivity are placing new demands on infrastructure. One of these is efficient traffic management. A first step toward this could be made by implementing a road toll, he explained. “The potential offered by traffic management as well as the other technical possibilities of a networked traffic infrastructure are currently still being ignored in public debate,” Fehrenbach said. Instead, the argument is centering on the question of scope and how the revenue generated by a vignette-based road toll system should be used.
Germany: exploit opportunities offered by trend towards connectivity Fehrenbach believes that the global trend toward digital connectivity will also fundamentally transform mobility – and with it, traffic. “We must make Germany a hub for this technology. In order to do this, we need the necessary infrastructure,” he said. The shape of future traffic flow – whether of people or goods – is still to some extent the subject of research. However, the mobility trends of the future are already clear. “Achieving electrified, automated, and connected mobility will only be possible if we create the necessary technological conditions and framework in advance,” Fehrenbach continued. This includes, for example, interfaces between renewable energy and alternative powertrains, telematics services, and the efficient management of traffic flows. “With a modern, integrated system, Germany could further extend its expertise in the realm of intelligent traffic management.” The limited discussion surrounding the topic of a road toll is thus disappointing, he said.
Mobility concepts are an export opportunity In particular, the megacities that are emerging worldwide need new mobility concepts. “Intelligent, resource-conserving, and hence sustainable mobility could be the next big export opportunity for Germany,” Fehrenbach said. However, Germany has up to now been lacking the necessary infrastructure to “field test” new concepts and solutions, he argued. “The role of infrastructure as a vehicle of innovation has been fundamentally underestimated. This has been demonstrated in the discussions about investment priorities and their financing.”
Competition: engine of progress rather than threat to it Fehrenbach currently sees considerable potential for efficiency in many of Germany’s markets and sectors. He believes that in some areas, a lack of competition, state intervention, and over-regulation could be leading to a lack of transparency, inefficiency, and undesirable market developments. “Competition is perceived as a threat rather than as an engine of progress,” Fehrenbach emphasized. Only by strengthening the principles of Germany’s social market economy will the country’s future as an industrial location be assured. “Competition as a core element of a social market economy guarantees progress, growth, and thus prosperity.”
Shaping the future: no letting up now With respect to the coalition negotiations between the Christian Democrats and the Social Democrats, Fehrenbach pointed to the great need for reform which continues to exist in Germany. He warned against letting Germany’s momentarily strong economy divert attention away from the real challenges. “If we let up on shaping the future now, we will fall behind globally.”
About the German Logistics Congress The German Logistics Congress has been staged by the German Logistics Association (BVL) since 1983. It has become the most important annual logistics event in Europe. It is an important forum for German industry. The share of international participants is constantly increasing. The anniversary event is taking place from October 23–25, 2013, in Berlin.
More information on the event and the BVL is available online.
Connected mobility and service concepts for the automotive industry
Car manufacturers rely on eCall service from Bosch
Information, breakdown, and maintenance services increase convenience for drivers
Frankfurt am Main, Germany – International service provider Bosch Communication Center is increasing its range of mobile services for the automotive industry. Bosch offers its customers a comprehensive portfolio of connected driving services that includes new convenience and safety solutions.
Safety in mind The eCall service from Bosch was successfully introduced in mid-2012. It is now available in 23 European countries and is already used in series-produced cars by several manufacturers. The vehicle uses the automatic emergency call service to send data about an accident, such as the location, time, and direction of travel, to the Bosch monitoring centers. The advantage of the Bosch solution is that, in addition to transmitting data, it establishes a voice link with the car involved in the crash and finds the nearest police and rescue service. The multilingual associates at the communication center speak to both the vehicle’s occupants and the local authorities in their relevant languages. This system enables other important details on the nature of the accident or the persons involved to be passed on directly to the rescue services.
Personal assistant on board In addition to the eCall emergency call service, Bosch is offering an expanded range of mobile services, with a particular focus on a mobile information service. The associates at the service center enable drivers to access a wealth of information even while on the road, including information and booking options for hotels in the destination city, as well as suggested activities, the weather forecast, traffic alerts, and route planning information. The information can be requested from the service center by telephone or via SMS, so that drivers always have a personal assistant on board. Available in more than 30 languages, these global service concepts are based on Bosch Communication Center's international network of more than 20 locations in 13 countries around the world. It will also be possible to integrate technical partners or “content providers,” meaning the range of information services available to customers can be further enhanced in the medium term.
Greater convenience while on the move The range of mobile services also includes remote services, which provide vehicles with additional convenient features. At the driver's request, a Bosch associate can control certain functions via remote activation, depending on the respective vehicle architecture and the additional components available. For example, the vehicle can be unlocked remotely if the key has been locked inside it by mistake.
The new range of services also includes a breakdown and maintenance service. If a vehicle breaks down, associates at the service center can obtain and process all of the relevant details on the vehicle, allowing them to coordinate the pick-up and towing process with partner companies. Depending on the vehicle infrastructure, the maintenance service enables certain functions or maintenance cycles to be sent via an automatic signal to the monitoring center, which then coordinates the inspection procedure. The final mobile service is a tracking service, which can be activated in certain situations, such as if the vehicle is stolen. The range of services is available in a modular system, enabling Bosch customers to combine different services in different ways. An all-in-one solution is also available, which can include the service itself along with complex technical integration, and development and management of an international partner network.
Always on: connected mobility and service concepts The new range of mobility services from Bosch Communication Center is part of the company's continued expansion into this area, and strengthens its position as an international provider of complex technical services for the automotive industry. “We take the technical expertise of one of the world's largest suppliers to the automotive industry and combine it with innovative mobility and service concepts,” says Claudia Fruendt, the head of automotive mobility services at Bosch Communication Center.
“To do this, we provide an international platform that uses highly specialized technical solutions to link vehicles with the personal service provided by our associates.” The additional services on offer enable automotive manufacturers to satisfy their customers' expectations in terms of the availability of information and networking in their vehicle, while also giving these manufacturers the opportunity to differentiate themselves more clearly from the competition.
At the 65th International Motor Show in Frankfurt, Bosch is showcasing technical solutions for connected mobility. A variety of innovations are helping to make road traffic cleaner and more efficient, as well as safer and more comfortable. Bosch is exhibiting its highlights at booth A04 in hall 8.