Efficient business processes
Lufthansa Group
Enhancing customer satisfaction with Automated claims management
Industry: Logistics & Transport
Technology: Microsoft Dynamics 365
Challenge
As part of its Customer Service Transformation 2.0 (CST 2.0), the Lufthansa Group has launched a comprehensive initiative aimed at harmonizing, automating, and streamlining processes. The goal is to enhance competitiveness, optimize workflows, and imrove customer satisfaction.
A particular focus has been placed on transforming claims management, which had previously been characterized by manual procedures, fragmented systems, and inconsistent processes across airlines. This led to prolonged processing times and increased workloads.
Another challenge was accommodating country- and airline-specific requirements without disrupting ongoing operations.
A key objective of this initiative was to automate processes, standardize procedures, and accelerate processing speed across the globally distributed teams.
Solution
The Lufthansa Group chose Microsoft Dynamics to replace its legacy Siebel and Targenio systems. DIGITALL was selected as a consulting partner to analyze the group’s complex requirements as part of the Customer Service Transformation 2.0 (CST 2.0) initiative and to provide conceptual and methodological support for the implementation of Microsoft Dynamics 365 Customer Service.
DIGITALL supported the Lufthansa Group with functional, technical, and organizational expertise in implementing the transformation, led by the Lufthansa Group Digital Hangar. The transformation is designed with a clear focus on automation and an iterative MVP approach, to gradually realize added value and progressively develop the solution in line with functional and regulatory requirements.
The approach was to use Dynamics 365 Customer Service as close to the standard configuration as possible, in order to leverage the platform’s advantages in the long term and remain open to future platform enhancements.
