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


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



  • 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

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