Read Case study and answer discussion questions.
This is the textbook in case you want to refer the chapters. It’s the same old one though. Case study is from page 156 tp 159.
RR Communications Case
Question One
The strategy at to have a single customer service center is one of the ultimate objectives of the currently experienced changes in the company. In particular, Vince views it as one of the primary ways through which the firm could achieve the success it wishes to experience, through an improvement in the efficiency of the information technology aspect of the firm. Notably, one of the primary advantages of having a common customer service center is an improvement in efficiency of the services provided by the firm (Ahlert 2000). There will be no need for investment in different systems to serve the needs of the customer service teams dealing with different divisions of the company, which in turn leads to efficiency in resource allocation.
Secondly, an investment in a single customer service center would result in a reduction in costs of running the business.