HHS Baumer

Customer Complaint Process Optimization

Optimized Baumer’s complaint handling process across packaging operations by standardizing workflows, aligning global teams, and cutting customer complaints by 30%.
HOW WE HELPED
  • Led a full revamp of the Customer Complaint Process for a packaging-focused contract manufacturer
  • Reviewed documentation and KPIs to identify key process gaps
  • Conducted workshops with cross-functional teams to align on corrective actions
  • Designed future-state process with SOPs, standardized forms, and training
  • Collaborated with HQ in Germany to unify global response standards
  • Improved shipping accuracy and reduced communication delays
  • Achieved significant reduction in complaints through faster response and stronger root cause analysis

    • Complaint Reduction

    30%

    Global Teams Involved

    2 (US & Germany)

    Process Scope

    Complaints + Shipping

    Workshops Conducted

    Cross-functional
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