Customer Care Center

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Clearly, RR Communications needs to intervene in its Customer Service Center. Because there is no centralized customer service center, it is difficult to provide unified services to customers. More importantly, customers are wasting a lot of time and they have to refer to different departments for billing. As each department runs an independent business including billing (Smith & McKeen, 2007), customers in each department are forced to have multiple accounts within the company. This makes it difficult to provide customer service. Given that consumer services are important to every business, RR Communications needs a centralized customer service center. A centralized service center brings benefits such as cost reduction, time saving, superior management of customer data and information, customer satisfaction to the whole organization. We recommend a centralized customer service center for RR communication.