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Business achievements 2008
Successful turn-around a high-tech company which was highly under-performing as to its financial performance and product quality. Due to heavy focus on business drivers increased EBITDA margin from – 18% in 2007 to + 10% in 2008.
Business achievements from 2006 to 2007
Business improvement with a “cash-in” of € 85m corresponding to 9% of the total cost base.
Business achievements from 2001 to 2006
- EBITDA increased by 138% due to heavy focus on customer profitability and efficiency from € 29.7m in 2001 to € 70.6m in 2005
- EBITDA-margin increased by 82% to 7,0% and OPEX per customer declined by 65%
- Highest profitability per customer and employee of all German service providers (EBIT per customer and EBIT per FTE)
- Despite getting closer to market saturation the customer base has more than doubled from 1,7 m to 3,4m customers and customer satisfaction increased from index 100 to 124
- Employee satisfaction pushed from index 72 to 83 points
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Deutschlands beste Arbeitgeber 2006 Best Workplaces in Germany 2006 |
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Connect Call Center Test: 2001: Best in class, 2002: Second best in class 2003: Best in class among all German Service-Providers |
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CCF Quality Award 2006 - Call Center Forum Germany |
Business achievements from 1999 to 2001
- Development and implementation of refocus program (Turn-around/Corporate Transformation) which included Cost Improvement and Revenue Improvement Program
- Successfully implemented Culture Change Program "Wir machen es einfach" (We just do it - We make it simple)
- Reduced call volume by 35% with a wide range of self-services
- Reduced churn by 45% with retention/prevention programs
Business achievements from 1998 to 1999
- Successful acquisition of an ISP, commercial and legal negotiations, due diligence, business plan and integration
- Successfully acquired Credit Swiss First Boston (London), global customer with an annual revenue of € 13m
- Successfully implemented balanced scorecard and culture program: "Let´s follow the sunrise... on a balloon trip around the world"
Business achievements 1997
- Reengineered the total sales supporting process in TDC
- Raised the professional level of competence in the organization and made complete management tools to monitor and train the level of competence for the complete support staff
