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Case Study

Offshoring Telecommunication

  • Challenge

    An international provider looking to expand on its position in the highly competitive telecommunications market will rely on the improvement of its customer service in the context of the digital transformation. To avoid ballooning costs, the company decided to work with an experienced business partner to optimize simple jobs through automation and offshore outsourcing.
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  • Solution

    • Successful evaluation of IT security with reference to the strict German data protection regulations
    • Outsourcing of simple working processes to SPS Vietnam
    • Due diligence report on the outsourcing potential of all non-verbal customer service processes
    • Transfer of know-how to the outsourcing team
    • Gradual outsourcing of defined processes
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  • Benefits

    • Faster processing of complex customer inquiries
    • Offshoring with assured compliance with all German rules, regulations and laws
    • Arrangement of additional personnel without substantial added costs thanks to low-cost location
    • Better customer service and therefore greater customer satisfaction
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