Professionalisation of CISTEC Customer Management - CISTEC

About the job

Professionalisation of CISTEC Customer Management

The Customer Management division of CISTEC is reorganising to meet the growing demands in supporting customer projects and existing customers.

The pleasing success of KISIM in the Swiss KIS market has led to a doubling of the customer base at CISTEC over the past six years. At the same time, the demands in project management have increased: Whereas in previous years only one or two KISIM implementation projects had to be managed simultaneously, today up to six KISIM implementations overlap. The resulting increased organisational complexity meant that the differing needs of the implementation projects and existing customers became increasingly difficult to reconcile. Therefore, CISTEC decided to split the Customer Management division into two specialised teams for managing implementation projects and supporting existing customers. This was intended to better align CISTEC processes with the specific needs of the two customer groups.

The Customer Support team will in future be responsible for the operation and further development of KISIM for existing CISTEC customers. It is also responsible for the further professionalisation of customer support, i.e., the optimisation of the associated processes and tools used. Since 1 August 2023, the team has been led by Maurus Coray. He joined CISTEC three and a half years ago and successfully led KISIM as overall project manager at the hospitals in Schaffhausen during this time. He knows the needs of existing KISIM customers very well from his role as customer support for the Balgrist University Clinic. As a former CIO and COO of an ICT service provider, he is also well acquainted with the general requirements for operating ICT systems.

The Customer Projects team provides overall and sub-project managers for KISIM implementation projects and further develops the CISTEC project methodology. In future, it will also increasingly provide project managers for larger projects with existing customers, thus contributing to more professional project execution in this area as well. Since 1 April 2023, the team has been led by Marlies Hintsteiner. She has worked for CISTEC for four years. As a successful overall project manager for the KISIM implementation at UKBB, she gained valuable experience for her new role as team leader of Customer Projects. She also acquired additional leadership experience as a long-standing clinic manager and team leader at previous employers. Activities as a KISIM specialist project manager and customer support complete her profile.

We are convinced that this realignment of customer management will contribute to higher satisfaction among KISIM customers.

Blog author: Dr sc nat Jürgen Petzold, Head of Customer Management

Do you have comments or questions about this blog post? Please write us an email at moc.cetsic@ofni, we look forward to hearing from you.