A global publisher was managing customer service operations in each of its publishing centers. However, these were not very productive.
Straive created a center of excellence for customer service operations in the Philippines. As part of the transition, Straive’s business specialists created detailed documentation of processes, policies, and customer journeys for each region. The CoE supported multiple areas of the customer lifecycle, including:
- Fulfillment : Orders, claims, returns
- Helpdesk : Queries, online access, technical support
- Sales Operations: Quotes, invoicing, royalties management
- Data Governance: Cleanup, de-duplication
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