Gartner Research

Supply Chain Brief: Centralizing the Consumer Products Customer Service Center for Cost Reduction and Improved Capability

Published: 19 August 2016

ID: G00314778

Analyst(s): Steven Steutermann


Consumer products CSCOs are charged with how to best structure their customer service operations to deliver services at the lowest cost and improve customer service. This research signals a trend toward centralization and the expected benefits from restructuring the customer service center function.

Table Of Contents

What You Need to Know


  • Drivers for Change
  • What Leaders Are Finding
  • Considerations and Watchouts
  • What's Next?

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