Background
As a spin off/start-up of a multinational Corporation, the Client’s core focus was to create and implement the next generation of connected services for vehicles, centered on a core platform of safety, security, convenience and infotainment offerings. A highly functioning customer service organization was key to the success of this spin off company.
The Approach
Build, launch and operate an onsite customer service organization for client.
Develop and establish all processes for customer service, sales and concierge services.
Develop, design and establish all performance metrics.
Develop HR program, hiring, training.
Implement CRM systems and develop quality assurance, 24-7 support.
Sales support for client with OEM (Original Equipment Manufacturing) prospects.
The Results
Successful services and sales support launch; three multinational OEM clients secured as a result of partnership.
Additional launch of multiple customer service sites.
Company acquired by U.S. based, Fortune 50 Telecommunications service company.
About the Client…
U.S.-based, multinational, Fortune 500 IT service management company. Also the largest privately held business software and IT services brand, they provide IT production and recovery services — designing, building, and running resilient and available production environments.