Case Study with STREAM development partner C.H.Beck
Within the framework of a software development partnership with Klopotek, the publishing house C.H.Beck has introduced a series of STREAM apps to optimize workflows for different areas. In a talk with us, Paul Bischoff, IT & Organization | Head of K&P Architecture, and Michael Scheit, Head of IT, explain how this came about, which aspects are particularly important in agile project work and why the company's customer service should particularly be enhanced.
C.H.Beck's customer service team consists of 60 employees. Many distribution channels – not only book and magazine distribution, but also Beck Online, and the e-commerce area, end there. Sven Borchers, Head of Customer Service/Logistics, reports that his department also conducted a lot of internal research and that process optimization became necessary in order to ensure the high quality of correspondence with the customer despite the fact that they continue to receive thousands of enquiries each day.