| HBS Case Collection
(Revised from original 2001 version)
Tracmail, an online customer service company based in India, is trying to handle support services (e-mail and chat) for companies worldwide. In its quest to break into global markets, Tracmail is contemplating a joint venture with a U.S. call center. Tracmail is also grappling with issues such as setting up a U.S. sales force (when the majority of the company's workforce is based in India) as well as convincing American companies to entrust their entire customer service department to a foreign company.
Keywords: Salesforce Management;
Globalized Firms and Management;
Information Technology Industry;
Marshall, Paul W., Carin-Isabel Knoop, and Suma Raju. "Tracmail." Harvard Business School Case 801-037, January 2002. (Revised from original February 2001 version.)