Acer,shared,services,center,Czech,Brno,customer care
Acer opens a new shared services center in the Czech Republic
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Acer, the major manufacturer in the notebook sector decided to open new service center, with a related call-center for customers coming from Europe, Middle East and Africa (EMEA). The Acer shared services center will be opened on July 1 in Brno, within an industrial complex, Èernovická Terrace, and will soon provide at least 60 new jobs. The first target is to fully support Czech Republic and Slovak Republic. Other countries will follow in a short period of time.
This new “set up” is an integral part of the “Customer Care” strategy that Acer is successfully deploying in the EMEA market in order to strengthen its relationship with clients. No broker at all to catch information and help: only highly qualified personnel, trained directly by Acer, to guarantee the best service in terms of efficiency and quality.“We have been experiencing great market growth in the last two years in the countries of Europe, Middle East and Africa. The new center will replace the current solution, where customer service is being provided via external service providers,” stated Stefan Engel, Region Manager North + Central Europe and added: “Our goal is to provide even better support to all countries involved in their native language and double the staff within one year.”
The Acer service center will include both the call center and the repair center. It will be mainly focused on post-sales and will count on a staff of 10-12 employees at the Call Center and 40 at the maintenance, spare parts store, logistics and administration. Personnel will be highly qualified to guarantee the best service.
“Brno recently won the competition for European City of the Future 2004/2005 awarded by FDI magazine in the category of Visegrad group. In addition to its fast economic growth and high share of GDP per capita, Brno also has a number of technical universities and a long industrial tradition in attractive sectors such as optics, electronics and precision engineering,” commented Radomil Novak, CEO of CzechInvest, and added: “The high-quality business properties on offer, which include facilities suitable for business support services, have been attracting more and more investors to Brno. Cernovicka Terrace alone is currently the best prepared strategic industrial zone in the Czech Republic.”
This project represents a considerable investment both in terms of structure and staff: an area of 2,300 square metres, thousand of whom assigned to the store, 50 carefully selected starting employees which will be trained in order to meet market requirements.
“Our goal is to provide even better support to all countries involved in their native language and double the staff within one year only. This is our stimulating challenge”, stated Stefan Engel, Region Manager North + Central Europe.
The Brno service center comes in addition to the three Call-centers, currently operating in Italy, Irland and Germany, and to the “Centres of technological competence” distributed all around Europe. All elements that are part of a global strategy aimed to develop a CRM (Customer Relationship Management) at EMEA level.
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