The Challenge

A global technology company that focuses on personal computing, printers, and related technology needed to streamline its back-office operations.

Processes were disjointed and overly manual across several key areas: supply chain, privacy compliance, and partner enablement. The brand managed a large inventory of spare parts, handled privacy-related inquiries from customers and employees, and worked with numerous partners worldwide. 

In particular, the brand grappled with:

• Supply chain inefficiencies: Complex spare parts logistics and inconsistent lifecycle data led to missed inventory targets.
• Privacy compliance delays: Handling of privacy requests related to General Data Protection Regulation (GDPR) were too slow and error-prone, which risked compliance.
• Fragmented reporting: Manual processes limited operational visibility and decision-making speed.
• Partner enablement gaps: Onboarding and training lacked consistent documentation and metrics tracking, creating friction for partners.

The company needed to simplify processes to better serve customers and grow more efficient.

Our solution

TTEC deployed a multifunctional, multilingual support model to improve efficiency and optimize workflows across three core areas of the company.

For supply chain support, TTEC delivered end-to-end back-office support to ensure the right replacement parts were in the right place at the right time. Among many tasks we managed for the company, we: 

• Calculated spare parts needs
• Set inventory targets
• Created purchase plans
• Maintained part availability
• Resolved lost, late, or incorrect shipments
• Monitored order flows
• Managed returns

TTEC also created, automated, and maintained custom reports that gave the company real-time analytics and visibility into inventory.

We also provided global privacy operations support for the company, managing and responding to data subject rights requests under GDPR and similar laws, unsubscribe and “do not share” requests, privacy-related complaints and inquiries, and ethics and compliance questions. 

TTEC acted as the brand’s front-line privacy team, ensuring timely, compliant handling of privacy and ethics matters.

We delivered expert partner management support, too. Our end-to-end partner and program support helped the company manage service partners, programs, training, and marketing content across EMEA.

TTEC onboarded and managed service partners and ensured they were performance-ready. We also coordinated training, certification, and knowledge management for partners; coordinated partner recertifications; tracked eligibility; and delivered marketing, design, and sales enablement support. 

The results

By partnering with TTEC, the company achieved a more agile, compliant, and scalable back-office operation — empowering teams across regions to work with greater speed, accuracy, and visibility.

Thanks to our work, nothing fell through the cracks and items were attended to promptly. The company’s error rate fell to below 2%, its closure rate surpassed 90%, and our team consistently achieved a 100% first response time.