Acer was looking to employ an outsourced multi-channel account management solution. They had tried to run the programme using an in-house team, operating from their UK Headquarters and EMEA Head Office in Barcelona, but had achieved limited success.
The client had a lack of outsource contact centre market intelligence and was unable to benchmark their requirements and performance.
Acer encountered the following issues:
To outsource their day-to-day account management function focussing on multi-channel communication to circa 600 resellers. Increase sales, appointments made and awareness.
Acer required a dedicated team of agents to run their account management programme. The outsource partner would be provided, by Acer,
with product training, a database and marketing support. Partner requirements included:
We worked with Acer to create a detailed requirements brief and then distributed it across our extensive outsourced contact centre network. After receiving a number of proposals, three partners were shortlisted and presented their submissions to Acer. We managed the selection process and helped Acer, using our scoring matrix, to find the right partner. Following selection, we assisted with the implementation of the service and the continued management of the relationship between the client and partner.
Success was to be measured by the number of direct sales or appointments that led to a sale.
Acer has worked with the outsourcer for three years, which is a testament to the success of the programme. Over this time they have seen significant improvements to their reseller account management handling, which has resulted in increased sales and appointments.