Linda works at a Contact Center where communication channels have expanded to include live chat and text messages, but social media and chatbots are not yet available. She has been involved in optimization projects before and is now tasked with addressing deficiencies highlighted in a recent customer survey and revision report. The survey revealed high customer dissatisfaction, with 52% of customers unhappy with the service and many finding the processes too complex. Linda is responsible for developing a concept to consolidate service channels, introduce an efficient IT solution, and achieve 80% customer satisfaction within a year. She realizes the complexity of the task and seeks support from a qualified consultant to help with process management and requirements engineering.