What are the steps needed to design a new process ?

First, Focus on the metrics that matters to the customers. 

The simplest place to start would be with customer happiness (or satisfaction) ratings, where a simple post service survey gauges how happy your customers are with the service they just received.

Second, Get everyone involved.

When customer happiness becomes the responsibility of your whole company, not just the department labeled customer service, you start to reap the rewards of customer-centric collaboration.