Business Essentials, 12/e

Team Exercise

New Age Help Desk

The Situation

You have been hired to develop and lead a technical support team for a rapidly growing start-up that provides data analysis, business consulting, and targeted marketing to auto dealers. For instance, customers that recently came in for service on an older car would receive trade-in offers suggesting a newer vehicle, as would customers who had purchased more than five years earlier. The company began several years ago when four recent college graduates in Portland, Oregon, spotted a need in the local market and combined their business and technical skills to meet that need. The company quickly grew, adding more than 80 employees in just five years. It now serves dealers in seven West coast cities, ...