The Analysis & Improvement On Offshore Technical Support Of Company A

In past decade of twenty-first century, the phenomenon of the globalization of manufacturing field is not strange to everyone anymore, however, with this parallel phenomenon which is happening in the present --- another type of offshore: Globalization of services. And this new phenomenon may soon surpass its influence in the manufacturing industry referring to the scale and scope. With the innovation of Technology, emerging market growth, global macro-economic liberalization and the double driving motivation to reduce the cost and improve the quality of enterprise, the service transfer becomes a huge, irreversible fundamental change.After-sale technical support is an important aspect of service transfer. Many multinational companies are attempting to establish a customer service call center in different areas, and put different regions of the engineer together to provide continuous technical support for global customers. As transnational enterprises developing offshore service projects, how to ensure to provide customers with timely and high-quality customer service, in order to win the competitive advantage in the market will become a crucial issue. This research is based on the five years observation for improvement of Dalian branch in the technical support process. Summarized some successful experience in the operation of A company. Described how company A’s knowledge management theory and method are applied in enterprise customer relationship management based on ITIL. Analyzed the difficulties encounter in the process of operation and provided some improvement measures. Hope to provide some reference to people who participate in offshore service transfer.