Pagoda.Com Case Study Write-Up
PAGODA.COM
CASE STUDY WRITE UP
July 14, 2012
Executive Summary
Pagoda.com, an internet service provider, needs to make a decision as to whether or not the company should outsource its online help desk service to a firm in New Delhi, India. Pagoda.com caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Pagoda.com offers state-of-the-art email applications and web building software, as well as plenty of storage space and fast access via its high-speed servers. Pagoda's customers are more concerned with the high quality service that they receive than they are with the costs associated with it. Their customers would more than likely discontinue their service with Pagoda as soon as it is observed not to be up to the quality of standard which they expect.
Pagoda has several alternatives to choose from which include implementing the new service without notifying their customers and hoping for a seamless transition, offering their customers the choice to try the new firm and running both services concurrently, to choosing not to do anything and continue to run the online help desk service in-house.
In conclusion, Pagoda.com has a lot to consider while trying to make the decision as to whether or not they should outsource their online help desk services to the firm in New Delhi, India. Due to the nature of their business success being highly contingent upon the level of customer satisfaction and retention rates, Pagoda must pay close consideration to all of the factors which has made it a successful business up until this point. Pagoda's past business success and high customer satisfaction rates were valued and based upon several factors other than cost such as their high level of service and state-of-the-art equipment and software. Based on the information provided in the analyses of the alternatives , it is recommended that
CASE STUDY WRITE UP
July 14, 2012
Executive Summary
Pagoda.com, an internet service provider, needs to make a decision as to whether or not the company should outsource its online help desk service to a firm in New Delhi, India. Pagoda.com caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Pagoda.com offers state-of-the-art email applications and web building software, as well as plenty of storage space and fast access via its high-speed servers. Pagoda's customers are more concerned with the high quality service that they receive than they are with the costs associated with it. Their customers would more than likely discontinue their service with Pagoda as soon as it is observed not to be up to the quality of standard which they expect.
Pagoda has several alternatives to choose from which include implementing the new service without notifying their customers and hoping for a seamless transition, offering their customers the choice to try the new firm and running both services concurrently, to choosing not to do anything and continue to run the online help desk service in-house.
In conclusion, Pagoda.com has a lot to consider while trying to make the decision as to whether or not they should outsource their online help desk services to the firm in New Delhi, India. Due to the nature of their business success being highly contingent upon the level of customer satisfaction and retention rates, Pagoda must pay close consideration to all of the factors which has made it a successful business up until this point. Pagoda's past business success and high customer satisfaction rates were valued and based upon several factors other than cost such as their high level of service and state-of-the-art equipment and software. Based on the information provided in the analyses of the alternatives , it is recommended that