Rethinking connections


Client:
IT company (software)

Project Goal:
Setup and operation of a service center with 250 employees to establish a two-stage sales facility for an international software group using a nationwide partner network with around 3,000 partner companies

Duration:
60 months

Project Description:
It was CCM's task to set up and go live with a number of customer channels, in particular services for business clients, their directors and IT managers with large corporations and SMBs. The project included general product consultation, licensing consultation and the passing on of potential customers to the trade partners as well as providing services for trade partners and developers over all communication channels.

Benefits:
• Transparency over the industry-wide partner network
• Setup of a new multiplier and customer network
• Establishment of customer relationships and strategic focus of sales activities





Client:
IT company (software)

Project Goal:
Setup of a customer interaction center at the customer's premises by CCM after many years of providing the services for the customer at CCM's premises

Duration:
10 months

Project Description:
This project required us to design and implement procedures and structures to process the required routines in the operation of a complete customer interaction center with 45 workplaces. The center was fully integrated into the client's own organization. Further content included the recruitment and qualification of the personnel as well as the design of the room area of the workplaces in accordance with legal requirements.

Benefits:
• Cost-efficient processing of all customer queries within the company
• Efficient communications within the organization through a central contact person for all customers
• Transparency on the needs of the different customer groups.