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.
Approach: Build, launch and operate an onsite customer service organization for client to be transferred after program pilot (Build Operate Transfer). Build, launch and operate numerous offsite customer service organizations dictated by company growth.
Design and development of all processes for customer service, sales and concierge services.
Development of performance metrics, HR Programs, hiring, training.
Implementation of CRM systems and development of quality assurance guidelines, 24-7 support.
Sales support for client with OEM (Original Equipment Manufacturing) prospects.
Successful pilot launch and BOT.
Successful services and sales support launch.
Successful launch of additional offsite customer service centers.
Multinational OEM clients secured as a result of partnership.
Company acquired by U.S. based, Fortune 50 Telecommunications service company.