Case studies: Puma

The Opportunity

In the beginning of 2006, PUMA faced a similar issue with the upcoming launch of their new website and were short of staff, so they turned to us at Global Response to assist them with their inbound service needs.

After accepting The Opportunity to help PUMA, we immediately assessed how many representatives would be needed for PUMA, and assembled an inbound service team that was committed to serving PUMA and their customers.

“PUMA is a different brand, and we didn’t want people speaking to our customers who sounded scripted,” explained a current employee of PUMA. “We wanted people speaking to our customers who know our brand and the details, and who would have good interaction with out customers.”

The Solution

Since July of 2006, Global Response has provided a team of shared and dedicated representatives as part of The Solution to assist with different inbound services for PUMA such as taking phone orders, online orders, and customer service via phone and email. PUMA representatives at Global Response have become product experts committed to conveying the feel of the brand to every PUMA customers.

In addition to this, PUMA sent out a new catalog in January of 2007 that required Global Response to quickly assemble a dedicated team of “concierge service” representatives for PUMA’s customers that were knowledgeable about all of the specific details of the products in the catalog.

Also in 2007, Global Response took on the challenge of learning PUMA’s new upgraded software system that required representatives to learn the software over the phone with PUMA’s staff, and efficiently deal with PUMA’s customers with little information. Global Response was later praised by PUMA for effectively handling the difficult situation yet still providing great customer service to PUMA’s customers.

“We have had a great experience with Global Response and their staff,” stated a current employee of PUMA. “Global Response is service oriented, committed to serving PUMA, and willing to do anything we need.”

About Global Response

Global Response leads the way as one of the most experienced customer contact support firms that has earned a reputation as a leader in sales and customer service for over 30 years. Some of our clientele include Crate and Barrel, The Metropolitan Museum of Art, American Eagle Outfitters, FAO Schwarz, and TruGreen ChemLawn – just to name a few.

Global Response, a privately-held company, has considerable experience in a wide variety of industries and fields, so we’re prepared to deal with overflow, staffing fluctuations, terminal emulation, fulfillment services and more.

Global Response has been ranked among the “Top 50” Contact Centers in the United States, and has been awarded “Most Valuable Player” on multiple occasions. We have received abundant praise from clients and the press for going out of its way to provide more benefits than companies comparable to its size, and that’s why The Most Important Companies Call Us Family.

About PUMA

PUMA® is the global Sportlifestyle company that successfully fuses influences from sport, lifestyle and fashion. PUMA’s unique industry perspective delivers the unexpected in Sportlifestyle Footwear, Apparel and Accessories, through technical innovation and revolutionary design. Established in Herzogenaurach, Germany in 1948, PUMA distributes products in over 80 countries. For further information please visit www.puma.com