Optimization of pre-sales processes

By optimizing pre-sales business processes at a cable network operator, we were able to reduce the processing period and increase customer satisfaction.

Starting position and objective

  • Complicated processes and responsibilities between pre-sales departments lead to unacceptably long processing times for supply requests
  • This leads to dissatisfaction with potential customers and even loss of the lead during the acquisition phase


  • Identification and analysis of the organizational structure, assignment of tasks, process flows and interfaces in the cooperation of the departments “Network Operation” and “Sales” in the pre-sales phase of new customer acquisition
  • Recording of existing tasks, competences and responsibilities and other work structures
  • Creation of a process map including development of target processes, definition of interfaces, description of system requirements, determination of lead times and service levels, definition of process KPIs
  • Description of work and organizational structures and derivation of job descriptions(AKVs)
  • Development of a recommendation for the realization of the identified optimization potentials and a roadmap for the medium-term implementation of the released target structure and processes


  • By optimizing pre-sales performance processes, cancellations and customer churn were prevented and a significant increase in customer satisfaction was achieved