Pfister, Xenia Selina Carmen2023-12-222023-12-222020https://irf.fhnw.ch/handle/11654/40763The contracting party, one of the leading wholesalers in Switzerland, decided at the end of 2019 that various internal processes should be revised and redefined by Q1 of the following year. COVID-19 forced the revision of the current process structure to be put on-hold which is why this thesis had the intention to revise specific operations. Particularly, in the area of customer management and customer communication, potential for development and the extent to which these processes could be automated or digitised, was identified.en330 - Wirtschaft11 - Studentische Arbeit