Successful Service Transition of Customer B2C Service Operations – Sony DADC

Skip Navigation or Skip to Content

Case study

Successful Service Transition of Customer B2C Service Operations

Summary

Issue: A company received poor service quality from its previous service provider. They needed a stable and high-quality value-added service.

Solution: Sony DADC European Service Centre fully outsourced 1st level customer support in the area of digital subscriptions and written requirements from end customers.

Timeline: 9 months

Outcome: Client´s long term satisfaction, appreciation of our team’s professionalism, and an extension of the service scope with additional tasks in 2024.

Customer visit to ESC Pilsen (Dec 2023)

Assessing services for outsourcing
Detailed process mapping
Definition of the required SLAs/KPIs
Development of the team structure

Contract/Service team set-up (Jan – Feb 2024)

Agreement on the commercial offer
Contract definition & Sign-off
Recruitment
Access to the client’s system

Knowledge transfer (Mar – Apr 2024)

Intensive three-day training course in Pilsen

Go-live & Hypercare (May – Jul 2024)

Sony DADC European Service Centre responsible for the daily operations
Supervision from client´s side
Governance: daily operational meetings and weekly management meetings

Business as usual (Aug 2024)

Sony DADC European Service Centre provides the daily service without clients supervision
Optimization
Definition of areas for continuous improvement

Customer Support

Customer Support

Global Business Services

Back to homepage

Global Business Services

Talk to our expert

Lenka Adamová

Retail Operations Manager

Sony DADC European Service Centre

Email lenka.adamova@sonydadc.com

Address Poděbradova 2842/1

301 00 Pilsen

Czech Republic