Translations:Die Region Australien/Ozeanien/4/en
There is fierce competition in the Australian home appliance market.[1] Nevertheless, BSH managed to triple its revenue between 2005 and 2015. One of the contributing factors to this success was the continuous improvement of the service offered by the Australian BSH subsidiary. In 2015, the “Follow the Sun” service project was established. This project provided 24/7 access, five days a week, to customer service in Australia. The moment the call center in Melbourne closes (6:00 p.m. local time, 3:00 p.m. on the west coast), colleagues in the UK take over the call center service. In turn, the BSH service employees in Australia support their colleagues in the UK when they are overloaded – primarily online. The number of service requests submitted via social media is on the increase.[2]