Case Study: Conrad Electronic achieves integrated company-wide process documentation and a 20% reduction in customer complaints with tts

How the renowned electronics distributor Conrad Electronic completely restructured its process documentation

Conrad Electronic, Germany’s long-established electronics distributor with a multichannel business and 5.1 million customers, faced a deeper problem than isolated process changes: “process documentation” and “key user” roles carried negative baggage from past failed projects. To overcome entrenched skepticism and create documentation that would actually be used, Conrad engaged tts for consulting, training and the tt knowledge force methodology to select and train business experts and redesign the company-wide process and documentation approach.

tts delivered a compact implementation—building a company-wide process and documentation structure in just 50 consultant-days, running workshops, prototyping an end-to-end customer order fulfilment process and training business experts to document and maintain processes independently using tt knowledge force. The result was more transparent, consistent cross-functional processes, rapid roll-out to international subsidiaries within four weeks, availability of SAP end-user documentation and a 20% reduction in customer complaints, plus a measurable decrease in average customer-contact time per order.

Conrad Electronic

Georg Thoma

Departmental Head