Until recently, the German Federal Pension Insurance (Deutsche Rentenversicherung Bund – DRV Bund) had several different customer service departments, each responsible for a specific area. There were two major issues associated with this model. Firstly, it was difficult to handle customer service queries in a consistent, transparent and satisfactory manner. Secondly, to avoid extra work for staff due to not standardized processes. The DRV Bund decided that the best way of overcoming these issues was to combine the various departments into a single customer service centre with a common strategy, structure and steering system.
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