Service Automation

Crafting personalized vehicle experiences for business success and customer satisfaction.

Our mission

Panoff Consulting creates the conditions for your company in the vehicle construction, trade and maintenance sectors to ensure that every activity in sales and service is precisely tailored to the individual needs of your customers.

The basis for this is intelligently coordinated sales channels and efficient management of customer orders by all departments.

With our support, you can achieve measurable results in terms of customer satisfaction, quality, attractiveness as an employer, turnover, sales and profit.

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Because customers pay more for a positive customer journey…

“Increasing the customer retention rate by just 5% can increase profits by 25 to 95%”.

(Bain and Company)

“89% of consumers are more likely to buy after
a positive experience with customer
customer service to make another purchase
make another purchase”.

(Salesforce Forschung)

“68% of consumers state that they are
are willing to pay more for products and
products and services from a brand that is
is known for good customer service”.

(HubSpot)

What prevents many companies in the vehicle industry from fulfilling this fulfill this customer wish?

The problem is silos

Isolated organizational units with individual goals, legacy IT systems and applications, inconsistent processes and data silos make a seamless customer journey impossible.
The result is usually dissatisfied customers and lower customer lifetime value.

BackstageFrontstageInternalProcesses CustomerChannels Client
BackstageFrontstageCustomerChannels InternalProcesses Client

4 steps to achieving your business goals

We analyse the interaction with the customer, organization, processes and systems. On this basis, we develop an optimization roadmap and implement it together with you.

Customer journey

Before

Start

While

After

The analysis of the customer journey reveals the relationship between the organization and the customer.

Front stage analysis makes it transparent how the touchpoints of the
of the customer journey need to be systematically
have to be coordinated.

The organizational Backstage Analysis provides a picture of how the departments departments are aligned with the customer journey and the frontstage touchpoints. are aligned.

Before

Web

Start

Telephone

While

Call Center

After

Afterwards

Before

Distribution

Start

Marketing

While

Operation

After

Customer service

The structural Backstage Analysis reveals which processes, policies and IT systems are required for the the provision of the service.

Employees + Processes

Guidelines

System

Processes + Procedures

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Examples of customer projects

Automation
Customer Experience Services
Change Management
Process consulting
Sourcing & Procurement
Implementation

The Team

Creating a seamless customer journey is complex, involves many factors and requires the interaction of various specialist skills.

Our strength lies in the holistic support of your change project by our international and interdisciplinary team with many years of line and management experience in SMEs and large corporations.

We are pragmatic doers and accompany our customers end2end from the conception to the acceptance of the implemented solution.

Calm
Empathic
Solution orientated
Pragmatic
Fair
Reto Höhn

Analytical
Logical
Pragmatic
Customer orientated
Humane
André Steiner

Analytical
Systematic
Solution orientated
Team player
Alexis Korpela

Authentic
Solution orientated
Pragmatic
Creative
Jim Devos
Analytical
Authentic
Communicative
Solution orientated
Determined
Alexander Liner

Our methodology

Service Design Thinking is a “silo breaker” and enables an effective way of working that makes it easier for people with different backgrounds and responsibilities to work together in a meaningful and productive way.

Depending on the challenge, we make use of the service design toolbox and support our customers end2end from the conception to the acceptance of the implemented solution.
Experience

Examine closely to better understand your users.

Define

Find out what needs and current problems users have.

Idea

Developing solutions and highlighting opportunities for innovation.

Prototype

Create real, tangible representations of your best ideas.

Test

Conduct tests with your users and optimize based on the feedback.

Implement

Documenting the solution and turning the vision into reality.

Get to know our solution

Play Video

Impulses

Vigier

Viger was looking for a partner to conduct an external assessment of the performance of its internal IT. The aim was to investigate whether the value contribution of IT to the business success of the various business areas could be increased.

Bike Tec

Biketec GmbH develops and distributes innovative software and hardware for e-bikes. With its FIT E-Bike System Integration technology, Biketec GmbH combines electronic components from various well-known manufacturers into a “best-in-class” system and offers intelligent and flexible solutions for e-bike manufacturers, specialist dealers and end customers.

References

Panoff Consulting has professionalized and accelerated the evaluation process.

Service Automation

Ivica Durdevic

CTO/CMO - Biketec AG

Based on their own customer experience, Panoff Consulting's consultants know what is realistically feasible and what is not.

Service Automation

Pascal Scheller

CIO - Vigier Holding AG

Panoff Consulting is characterized by an outstanding human approach that not only defines visions, but also creates sustainable successes in organizational transformation in a structured and pragmatic way.

Service Automation

Dani Arnold

Bergsteiger - Sponsorschaft durch Panoff Consulting

Interested in how you can improve customer orientation in the future?


Let’s get in touch to explore how we can optimize your processes. We look forward to showing you how we can improve your service together.

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Reto Höhn

Calm
Empathic
Solution orientated
Pragmatic
Fair

Education

Electrical Engineer FH

Industrial Engineer FH

EMBA in General Management

Experience

7 years in the Financial Industry

8 years in the Automotive Industry

12 years in Consulting

Expertise

Strategy Development

Transformations

Process Management Optimization

Project and Program Management

Expertise

Strategy Development

Transformations

Process Management Optimization

Project and Program Management

Focus Topics

Digitalisation

IT strategy Development and Implementation

Evaluation and Introduction of Applications

Coaching and Interim Management

Focus Topics

Digitalisation

IT strategy Development and Implementation

Evaluation and Introduction of Applications

Coaching and Interim Management

Quote

I am a passionate bridge builder who enjoys harmonising IT and the specialist area in order to ultimately achieve the best possible result for the company.

Languages

André Steiner

Analytical
Logical
Pragmatic
Customer orientated
Humane

Education

Federal Certified Business Information Technologist

CAS Digital Value Creation

Experience

5 years of IT outsourcing

5 years of financial services/trading

12 years in Automotive

5 years of consulting (including 4 years in healthcare)

Expertise

Process Management Optimization

IT Strategy and Architecture Development

Transformations

Enterprise Service Management

Expertise

Process Management Optimization

IT Strategy and Architecture Development

Transformations

Enterprise Service Management

Focus Topics

Process Optimization / Digitization

IT Strategy Development and Implementation

IT Architecture Transformation in Healthcare

Focus Topics

Process Optimization / Digitization

IT Strategy Development and Implementation

IT Architecture Transformation in Healthcare

Quote

As a bridge builder, I connect the business departments with technology to achieve optimal results for the company. In doing so, I consider cost-effectiveness, sustainability, and the best possible integration of stakeholders to ensure a holistic and future-oriented solution.

Languages

Alexis Korpela

Analytical
Systematic
Solution orientated
Team player

Education

Business IT specialist

EMBA New Business Development

CAS Digital Transformation

Experience

25 years of experience (IT industry in various roles at the customer interface)

Expertise

Product and Service Innovation

Business Analysis and Modelling

Analysing Market and Customer needs

Alignment of Business and IT

Expertise

Product and Service Innovation

Business Analysis and Modelling

Analysing Market and Customer needs

Alignment of Business and IT

Focus Topics

Process Analysis and Optimisation

Communication and Visualisation

Evaluation and Contract Management

Transformation Management

Project Management

Focus Topics

Process Analysis and Optimisation

Communication and Visualisation

Evaluation and Contract Management

Transformation Management

Project Management

Quote

I am a passionate bridge builder who enjoys harmonising IT and the specialist area in order to ultimately achieve the best possible result for the company.

Languages

Jim Devos

Authentic
Solution orientated
Pragmatic
Creative

Education

Qualified IT Technician (Luxemburg)

Experience

17 years in the IT environment (including 6 years as project manager consultant)

Expertise

IT Operations

Service Management

Project Management

Expertise

IT Operations

Service Management

Project Management

Focus Topics

IT operations – setup stabilisation

Service Management

Joint value creation – Business IT

Focus Topics

IT operations – setup stabilisation

Service Management

Joint value creation – Business IT

Quote

As a solution-orientated pragmatist, I take great pleasure in tackling even supposedly complicated projects. People always come first for me – I attach great importance to transparent and trust-based collaboration.

Languages

Alexander Liner

Analytical
Authentic
Communicative
Solution orientated
Determined

Education

M.Sc. with Distinction in Organizational and Management Control

Experience

15 years of experience (8 years as an IT Consultant)

Expertise

Project Leadership/Management

IT Operations Process Management

Product Management

Expertise

Project Leadership/Management

IT Operations Process Management

Product Management

Focus Topics

Business IT Interface

IT Operations – Architecture, Structure Stabilization

Service Management Temporary Management

Focus Topics

Business IT Interface

IT Operations – Architecture, Structure Stabilization

Service Management Temporary Management

Quote

As a solution-orientated IT consultant with strong communication skills and a quick mind, I am ready to successfully master your IT challenges and develop customised strategies. I am happy to act as a bridge between business and IT.

Languages