Tracmail, an online customer service company based in India, tries to handle support services (email and chat) for businesses worldwide. In his quest to break into global markets Tracmail is considering a joint venture with a U.S. call center. Tracmail is also addressing issues such as the establishment of a U.S. foreign service (when the majority of the workforce of the company is based in India) as well as convincing American companies entrust their entire customer service to a foreign c … Read more »
Tracmail, an online customer service company based in India, tries to handle support services (email and chat) for businesses worldwide. In his quest to break into global markets Tracmail is considering a joint venture with a U.S. call center. Tracmail also addressing issues such as the establishment of a U.S. foreign service (when the majority of the workforce of the company is based in India) as well as convincing American companies to entrust their entire customer service to a foreign company.
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from
Paul W. Marshall,
Carin-Isabel Knoop,
Suma Raju
Source: Harvard Business School
29 pages.
Release Date: 16 February 2001. Prod #: 801037-PDF-ENG
Tracmail HBR case solution
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