A company got confronted with the negative results from a customer satisfaction survey and therefore wanted to improve the customer service processes. Today, the customer has a complete overview over its global customer service organisation due to the performance management system BusinessCode developed. A complex system of rules has been implemented with our tool BusinessMirror. For any error the cause of the error and the responsible party is identified. This information supports the operational controlling and provides input for the continuous improvement process. Today, the customer service is an essential quality characteristic of the customer and benchmarks clearly show him as a leader in this sector.