Publications
Publications
  • February 2001 (Revised January 2002)
  • Case
  • HBS Case Collection

Tracmail

By: Paul W. Marshall, Carin-Isabel Knoop and Suma Raju
  • Format:Print
  • | Pages:30
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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, February 2001. (Revised January 2002.)

About The Author

Paul W. Marshall

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