Business case example:

Company 'Z' is involved in the distribution of magazine packages. The company currently handles three processes: the actual packaging, customer service and billing.

Challenges

- Due to poor customer services 'Z' wants to outsource customer services to an external call centre for all communications. Yet this would require the call center to have all client details available at hand to process inquires etc.

- Many sales managers are in the field, and they need to be able to access client information remotely.

Solutions

- The call center solution, giving a third party the ability to manage client details from a remote location. The same applied for their sales managers and consultants.

- The company could focus on its core business of packaging.