Customer Service Optimization

The project was a comprehensive group project in the Business Systems subject at Østfold University College.

The task was dual split:

First the team had to analyze how the one of Norways biggest electric retailer, Power, uses ERP and business systems to create value and streamline internal processes. This phase included mapping their business model and processes (AS IS)

Then the next phase, the group had to identify a "bottle neck" in the companys business processes and then solve it. This phase included proposing a optimized solution (TO BE), by analyzing the GAP and creating a new solution, and then backing up the solutions with TCO, requirements and change management implementation plans (ADKAR).

The purpose of the project was to optimizing a central business process and generating more business value for the company.