Ciao Completes Client Service Upgrade

Online data collection specialist Ciao, the European subsidiary of Greenfield Online Inc., has announced the completion of a major reorganization of its Client Service Department. Around 40 project managers, translators, DP and survey scripting staff have been hired, and a shift system provides client service 16 hours a day.

Operations will be centered in Munich, Germany and Timisoara, Romania, with Project Managers also located in London, Paris and Amsterdam.

The changes started in the summer of 2005 and are the centrepiece of the company's effort to build a 24/7 service organization in Europe. MD Gunnar Piening says the challenge was 'to put together a structure that allowed our Client Service team to seamlessly manage the significantly expanded volume of work we've seen over the last twelve months'.

'Revenue generated by projects managed in Europe grew by approximately 30% from 2004 to 2005,' according to VP of Operations Alberto Abisso, who has supervised the changes. He adds that the model should allow for future growth as well. 'With approximately 180 simultaneous projects running on behalf of our clients at any given time, we cannot afford to be a boutique-style shop, yet our clients want us to offer the highest quality online survey sampling and online fieldwork services. Each project needs personal, tailored attention and a tailored project management plan.'

A new Quality Assurance team will help the agency to cope with its complex multi-country and multi-language surveys. The company has focused on recruiting multi-lingual project managers with experience in online market research, says Abisso.

Greenfield's President and CEO Albert Angrisani comments: 'Extending our 24/7 operations capabilities to all of our global clients supported by expanded European Quality Assurance and Project Management teams will enable us to better serve our global client base.'

The companies are online at www.Greenfield.com or www.ciao.com

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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