Transcom Germany handles multichannel support for market leading GPS products
For more than three years now, Transcom Germany’s team in Halle has handled the customer support for one of our client’s GPS devices and smartphone apps. During this time, we have built a special relationship with our client, which is an important key success factor for this project. So what does our team do and, more importantly, what distinguishes our work from other projects? The main part of our work is the daily business of answering e-mails and calls from our GPS-client’s customers. Together with Transcom Tallinn, we provide customer support in 13 different languages; Polish, Czech, Hungarian, English, Spanish, Dutch, Finish, Swedish, Danish, French, Italian, Norwegian, and German. We help customers with everything from product information to troubleshooting and repairs. We also handle 2nd Level support (support for non-documented processes) in close cooperation with our client and coordinate work with other service providers such as repair service centers via a 2nd level repair department.
We are also responsible for the maintenance of the product’s Facebook and Twitter pages, where customers can provide feedback, ask questions or report problems. Beyond that, we maintain and update Sabio, the knowledge management system that forms the basis for our agents’ work. Among other things, Sabio contains e-mail templates for customer communication. Creating and translating these templates into all languages we support is also an important part of our work.The latest product we support works together with our client’s smartphone apps to project navigation information directly on the wind shield of your car and offers a look into the future of car navigation. To ensure the best possible service, a very close cooperation with our client is necessary. Therefore, our agents in the respective departments have direct contact with our client’s product experts via daily conference calls. All of these factors make this client case a challenging, multifaceted and exciting project that shows just successful the relationship between two customer care specialists can be.