Case Study | Multi-Market Customer Service × Global FMCG Company

One Account Manager. Multi-Market. One Trusted Operation.　

How transcosmos provides customer service operations across English-speaking markets, South Korea, and Taiwan through a single point of accountability for a global FMCG company.

THE SOLUTION

A Single Contact Point. Tailored for Every Market.

Multi-Market Management. Assigned a dedicated Account Manager as a single point of contact across all markets, streamlining communication and improving operational efficiency.

English-Speaking Markets: Set up a Remote Coach team, enabling agents to join live video sessions with clients and provide more effective troubleshooting support.

South Korea: Implemented a Kakao Chat Bot to automate routine inquiries and improve operational efficiency.

Result

  • No.2

    Customer Effort Score Ranking in English-speaking markets

  • 50%

    Chat Automated rate in South Korea

  • +1 Market

    Partnership expanded to Taiwan

KEY SUCCESS FACTOR

Global Governance. Local Execution

The key success factor was a dedicated Global Account Manager provided a single point of accountability, enabling centralized governance across markets while supporting market-specific operations tailored to local business requirements.

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