B2B customer operations
Customer operations for business customers, handled with care
Business customers expect continuity, accuracy and someone who understands their account. Our team takes on B2B customer operations using your workflows and approval limits.
The challenge
B2B accounts involve many steps and stakeholders. When administration and follow-up are spread thinly, orders stall, records drift and business customers lose confidence.
Typical scope
- Business-customer enquiries
- Account and service administration
- Order and case follow-up
- Coordination across sales, logistics and service functions
- CRM accuracy and workflow management
- Defined escalation handling
Responsibilities and boundaries
Our team handles
- Handling enquiries and tasks within documented permissions
- Following orders and cases through to completion
- Keeping CRM and account data accurate
- Escalating exceptions to your named owners
You retain
- Pricing, contracts and commercial decisions
- Approvals above the agreed limits
- Business rules and policy decisions
- Final ownership of the customer relationship
How onboarding works
We map your account types, workflows and the functions involved, then train the team in your systems with documented procedures and example cases before a controlled start.
Our approach draws on practical Customer Experience consulting and operations experience: clear ownership, documented processes and effective escalation.
Read the full processQuality and reporting
For B2B operations, accuracy and timeliness matter most. We agree measures and checks with you before we start.
- Accuracy checks on a sample of completed work
- Agreed turnaround times per task type
- Open-case and backlog reporting
- Regular process reviews with your team
Related services
Specialist & second-line support
Support for cases that require deeper investigation, product or process knowledge, and coordination beyond the first point of contact.
View service
Dealer & partner support
A dedicated point of contact for dealer, distributor and partner networks, coordinating cases between partners and your departments.
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Customer care & back-office support
Complementary customer care and back-office capability — email, phone, tickets and chat, case administration and CRM updates.
View service
Let’s design the right specialist team for your business.
Tell us about your cases, customers, partners and languages. We will come back to you to discuss what a dedicated team could look like.