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Case
| HBS Case Collection
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2002
(Revised from original 2001 version)
Tracmail
by
Paul W. Marshall, Carin-Isabel Knoop and Suma Raju
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Abstract
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;
Business Startups;
Joint Ventures;
Service Industry;
Information Technology Industry;
India;
United States;
Citation:
Marshall, Paul W., Carin-Isabel Knoop, and Suma Raju. "Tracmail." Harvard Business School Case 801-037, January 2002. (Revised from original February 2001 version.)