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Global service center solution for Lufthansa Cargo

Standardized platform and customized IT solutions optimize service and sales


* Global standardization thanks to central service center platforms
* Documentation, analysis, and optimization of customer processes which will improve service quality
* Tailored IT solutions to provide sales support

Frankfurt am Main – By implementing its corporate strategy “Lufthansa Cargo 2020,” Bosch Communication Center is supporting Germany’s largest cargo airline. Lufthansa Cargo is reorganizing the structure of its service centers as part of the “Global Sales Support” project. As a general contractor, Bosch is responsible for Lufthansa Cargo service centers worldwide. In addition to managing operations, Bosch is primarily tasked with developing the service center platform. This is achieved by analyzing and optimizing customer processes as well as developing customer-specific IT tools, and reporting and forecasting models. In addition, Bosch will support Lufthansa Cargo’s sales team with a comprehensive sales concept in the future.

Service from a single source
During the first phase of the project, Bosch Communication Center will take over the operation of the existing global service centers. Gradually linking these service centers together to create a single optimized site concept, this process is based on a shared communication platform. In addition to the Bosch Center in Manila/Philippines, the services are carried out in two other service centers enlisted by Bosch as subcontractors. This in turn benefits Lufthansa Cargo, as having only one contractual partner significantly reduces the administrative expenses. “Thanks to the new structure and a shared platform, we benefit from consistently high quality and uniform standards across all service centers,” explains Tanja Eibich, Director of Sales Processes and Channel Management, and also Project Manager for Global Sales Support at Lufthansa Cargo. “At the same time, the operational stability of this one-stop solution allows us to react more efficiently to weather-related fluctuations, for example.”

Tailored IT solutions
The service centers provide both front and back-office services, such as air cargo reservations, cargo information, processing of complaints, processing of electronic booking requests, data acquisition, and reporting. The standardization and automation of internal and external processes is also seen as a priority in order to increase the efficiency of the service center platform as a whole. The Bosch team is carrying out comprehensive analyses to determine optimization potential within the many sub-processes. In doing so, the service provider is relying on tailored IT solutions, some of which are being developed specifically for Lufthansa Cargo as part of the project. This includes a customer dashboard, which is intended to be used as a central sales support tool. According to Tanja Eibich “The customer dashboard supports the platform in its function as a sales channel, as well as supporting internal sales within the Lufthansa Cargo.” All of the available customer and market data is compiled into an intelligent knowledge database and made available to all teams worldwide. “By working together with Bosch, we can access IT solutions that we do not currently have ourselves.” As a result, customer data can be displayed in real time when receiving a call, for example. This allows us to take a personalized and targeted sales approach, while tailoring our bid proposal management process accordingly. Further improvements in sales support are planned for the future, with a designated Bosch sales team taking responsibility for individual Lufthansa Cargo customer groups.

Global network and expertise
“Our many years of experience in Business Process Outsourcing for international customers, especially in the tourism and transportation sectors, are instrumental in the planning and implementation of this global project. This expertise was a key factor for Lufthansa Cargo when it came to choosing Bosch,” said Astrid-Karoline Lamm, Head of Sales and Key Account Management for Travel and Transportation at the Bosch Communication Center. “As a result of the holistic approach, the existing service center platform is becoming a standardized global network that meets the demands of Lufthansa Cargo in terms of high-quality, cost-effective customer service.”

The Bosch division Security Systems is a leading global supplier of security, safety, and communications products, solutions and services. More than 12,100 associates generated sales of 1.5 billion euros in fiscal 2012. Protecting lives, buildings and assets is our aim. The product portfolio includes video surveillance, intrusion detection, fire detection and voice evacuation systems as well as access control and management systems. Professional audio and conference systems for communication of voice, sound and music complete the range. Bosch Security Systems develops and manufactures in its own plants across the world.

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The Bosch Group is a leading global supplier of technology and services. In fiscal 2012, its roughly 306,000 associates generated sales of 52.5 billion euros. Since the beginning of 2013, its operations have been divided into four business sectors: Automotive Technology, Industrial Technology, Consumer Goods, and Energy and Building Technology. The Bosch Group comprises Robert Bosch GmbH and its roughly 360 subsidiaries and regional companies in some 50 countries. If its sales and service partners are included, then Bosch is represented in roughly 150 countries. This worldwide development, manufacturing, and sales network is the foundation for further growth. Bosch spent some 4.8 billion euros for research and development in 2012, and applied for nearly 4,800 patents worldwide. The Bosch Group’s products and services are designed to fascinate, and to improve the quality of life by providing solutions which are both innovative and beneficial. In this way, the company offers technology worldwide that is “Invented for life.”

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PI8322 - 14. November 2013


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