Dr. Annegret Köhler-Werzner

As group leader in Customer Commercial Service (CCS), Dr. Annegret Koehler-Werzner and her teams run the order to cash process for retail and food service customers of the DMK Group. With her scientific background, she uses systematic data analysis for decision making. The aim is to obtain a data-driven perspective on the actual processes within the department and to continuously improve them. Regarding customer satisfaction, complaint management is an excellent source of data. This customer touchpoint shows promptly and precisely where customer expectations were not met. For Annegret, individual complaint processing, a high level of operational confidence among employees and short processing times are particularly important. And in the best case, solid reporting supports the learning process and prevents further complaints.