Starbucks renews relationship mgnt contract with Convergys

Relationship management firm Convergys Corp today said global coffee retailer Starbucks has renewed its relationship management contract with the company for two years.

"Despite the solid internal customer service support it had in place, when its recent growth outstripped its internal contact centers ability to provide cost-effective support to its stores in North America, Starbucks turned to Convergys to meet this pressing need," Convergys said in a statement.

Working together, Convergys and Starbucks had developed tools to track equipment in each company-owned facility, follow repair orders and support invoicing from about 1,300 service providers, it added.

"Our facilities support work with Starbucks demonstrates the breadth and scope of Convergys' capabilities in the relationship management space," Convergys President (Global Business Units) Jim Boyce said.

Badger Godwin, Vice President, Store Development Global Real Estate and Facilities for Starbucks said: "Transferring an essential management function like contact center services for facilities support to Convergys was a first for Starbucks," said.

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