Emergia: Driving Profitability on Help Desk Contracts

Posted: 28 Feb 2012

See all articles by Francisco de Asis Martinez-Jerez

Francisco de Asis Martinez-Jerez

University of Notre Dame - Department of Accountancy; Cornell University

Lisa Brem

Harvard University - Business School (HBS)

Date Written: January 30, 2012

Abstract

Emergia wants to keep its customers happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?

Learning Objective: This case can be used to teach students how to develop time equations to estimate the cost of activities in a firm. The dataset that complements the case helps students learn how to use regression analysis to estimate time equations. Finally the case can be used to discuss performance measurement and incentives in customer-supplier relations and the implications of off-shoring in the context of call centers.

Suggested Citation

Martinez-Jerez, Francisco de Asis and Brem, Lisa, Emergia: Driving Profitability on Help Desk Contracts (January 30, 2012). Harvard Business School Finance Case No. 111-048, Available at SSRN: https://ssrn.com/abstract=2012690

Francisco de Asis Martinez-Jerez (Contact Author)

University of Notre Dame - Department of Accountancy ( email )

Mendoza College of Business
Notre Dame, IN 46556-5646
United States

Cornell University ( email )

Ithaca, NY 14853
United States

Lisa Brem

Harvard University - Business School (HBS) ( email )

Soldiers Field Road
Morgan 270C
Boston, MA 02163
United States

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