Expert CRM team and support for a Fortune Global 500 company

The Project

Our client is a global home appliances brand – one of the largest conglomerates in Europe, ranking among the first 250 on the Fortune Global 500 list.

The Requirement / The Challenge
Today, the company has been rising as the fastest growing white goods brand in Europe with 25,000 employees. They also have 14 global production sites, and products sold in more than 130 countries. They have recently seen growth in the Asian market and would wanted to explore the possibilities of transitioning their customer support team in the Philippines.

The Solution
Being an expert on providing managed services in the customer service industry, Eastvantage stepped up and created a team of CSRs for the client. While the hiring of the pioneer team in Manila is ongoing, Eastvantage also helped the client in setting up their tech and back-end systems. Our operations team assisted in choosing the vendor for their CRM tool as this is vital for their metrics and performance management, and our IT experts were able to set up their telephony system and toll-free numbers. Once our recruiters are done selecting the customer support representatives for the team, we also guided them in training and establishment of SOPs. At current, the team is smoothly supporting the Asian region and would soon expand in supporting other geographic locations as well.

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