Gartner Research

What Consumer Products Companies Must Consider When Moving to Regional Customer Service Centers

Published: 04 November 2015

ID: G00291085

Analyst(s): Chris Poole

Summary

Supply chain and customer service leaders in consumer products companies are under pressure to grow revenue and increase margins. This research sets out best practices to establish regional customer service centers to underpin these objectives.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Design Your Customer Service Organization on Three Levels — Be Clear on the Activities That Take Place on Global, Regional and Local Levels
  • Ensure You Have the Prerequisite Foundations for Regional Customer Service Centers Before You Make Organizational or Geographic Changes
    • Be Clear on Your Customer Service Proposition
    • Make Sure Your Product and Customer Master Data Quality and Governance Are Robust
    • Invest in Global Order-to-Cash Systems That Are Future-Proofed
    • Be Clear on Internal Reporting Lines for the CSCs
    • Choose the Number and Locations of Your Regional CSCs
  • Integrate Regional Customer Service Centers With Other Regional Activities to Improve Service and Reduce Cost

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.