Siebengebirge Spedition / BG-Demo – Discovery
Callcompleted
Siebengebirge Spedition · 31 Jul 2026 15:00
Discovery with Uwe Hartmann and Claudia Becker. They want fewer shipment enquiries into the dispatch office and a cost they can explain. Service levels and German-language handling are promised in writing.
What was said
What this says
As at Fri 9 Oct 2026Discovery with Uwe Hartmann and Claudia Becker. They want fewer shipment enquiries into the dispatch office and a cost they can explain. Service levels and German-language handling are promised in writing.
What happened: Matteo Ricci confirmed the timeline of choosing by year end, with signature pencilled in for 4 Jan 2027. Uwe and Claudia described hundreds of enquiries across the group, answered from three screens.
Customer view: Uwe wants fewer calls and a cost the board can explain, not a dashboard for its own sake. Claudia wants one answer in under a minute that an agent can read out.
Commercial: Matteo pointed to Growth for dispatch, customer service and account managers together. He proposed measuring calls answered first time and time to answer.
Watch: Uwe asked what happens if the system is down, and German answers are unchecked. Claudia said the shipment system is old, and Uwe's reply of "We'll see" on the proposal review is non-committal.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Matteo Ricci to send the proposal to Claudia first, then Uwe, the week after the call.
- Matteo Ricci to put the written service levels in front of Uwe.
- Matteo Ricci to confirm German handling in questions and answers in writing.
Risks
As at Fri 9 Oct 2026- Uwe asked about downtime before anything else and the answer is still owed in writing.
- The old shipment system may make the data side harder.
- Uwe was non-committal about joining the proposal review.
Opportunities
As at Fri 9 Oct 2026- Growth fits dispatch, customer service and account managers together.
- Agreed measures of first-time answers and time to answer give a clear value case.
Transcript
Matteo RicciGood afternoon, Claudia, Uwe. Thanks for making the time. The timeline as I understand it: you'd like to choose by the end of the year, and we're pencilling in 4 Jan 2027 for signature. Let's make sure that's still right.
Uwe HartmannGood afternoon. Yes, it's right. But I want to be clear about what I need from this.
Claudia BeckerHello, Matteo. Yes, I'm here. Sorry, the line was bad for a moment.- Matteo RicciNo problem. Uwe, go ahead.
- Uwe HartmannI want fewer calls into the dispatch office. Customers ring to ask where a shipment is, and the office answers from three screens. That is what costs us.
- Matteo RicciUnderstood. What does a good answer look like for a customer on the phone?
- Claudia BeckerOne answer, in under a minute, that the agent can read out. Right now the agent has to ask a colleague, and the colleague is out on the floor.
- Matteo RicciThat's a clear test. Roughly how many enquiries a week are we talking about?
- Claudia BeckerA lot. Hundreds across the group.
- Uwe HartmannHundreds, yes. Too many.
- Matteo RicciRight. Growth is built for several teams, so we'd look at dispatch, customer service and the account managers together.
- Claudia BeckerThe account managers would use it for the big customers. They ask for history before a call, and it's spread across four places.
- Uwe HartmannWhat happens if your system is down? I need to know that before anything else.
- Matteo RicciI'd rather confirm that in writing, with the service levels, than answer it from memory. Let me come back to you on that.
- Uwe HartmannGood. Write it down.
- Matteo RicciI will. Next question: what does your board need to see?
- Uwe HartmannFewer calls and a cost we can explain. I don't want a dashboard for its own sake.
- Matteo RicciThen we'd measure calls answered first time and time to answer, and agree those measures with Claudia before we go live.
- Claudia BeckerYes, that works. Let me think about the data side, because the shipment system is old.
- Uwe HartmannWhat about German customers? Their questions are in German, and we don't want English answers.
- Matteo RicciGood point. I'll check how it handles German in both the questions and the answers, and I'll put that in writing.
- Claudia BeckerThank you. Our agents would hate English answers to German customers.
- Claudia BeckerOkay. What's next, practically?
- Matteo RicciA short proposal, a session with dispatch, and the written service levels. I'd like you both in the proposal review.
- Uwe HartmannWe'll see. Send it to Claudia first, and then to me.
- Matteo RicciOf course. Let's aim to have that with you next week, and we'll keep signature at 4 Jan 2027 in view.
- Uwe HartmannGood. Thank you.
- Claudia BeckerThanks, Matteo. Speak soon.
- Matteo RicciThank you both. Speak soon.