Outsourcing dilemma

PUMA is a leading multi-category Sportlifestyle company. The company achieves its goals by providing its customers with innovative products that successfully fuse the creative influences from the world of sport, lifestyle and fashion.

The Opportunity

In 2006, PUMA began considering outsourcing some of their inbound service needs such as phone orders, customer service, online orders, and email customer service. They were concerned that outsourcing might diminish their reputation.

PUMA is a different brand, and we didn’t want people talking to our customers who sounded scripted,” explained a PUMA spokesperson. “We wanted people who understood our brand and its values, and who could convey them to our customers.”

The Solutions

Since July of 2006, Global Response has provided a team of shared and dedicated employees to assist with a variety of inbound services for PUMA such as taking phone and online orders, and providing customer service over the phone and via email. Employees part of the PUMA team have now become representatives who are product experts, and are committed to conveying the feel of the brand to PUMA customers.

In 2007, PUMA sent out a new catalog that required Global Response to quickly provide a dedicated team of “concierge service” for PUMA’s customers who were knowledgeable about 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 with PUMA’s staff, and efficiently deal with PUMA’s customers. Global Response was praised by PUMA for effectively handling the difficult situation yet still providing great customer service to PUMA’s customers.

The Result

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