Welcome to Source 1 HTMT

Minolta
Konica Minolta had an in-house customer service operation when they chose Source 1 HTMT to handle customer inquiries for a brand-new line of digital cameras in 2001. Konica Minolta and Source 1 HTMT worked closely together to customize our proprietary CRM contact handling and response management system — CHARMS.

Training CSRs for the engagement was a highly cooperative effort, with employees of both companies working side by side. Because the digital camera engagement was so successful, Source 1 HTMT was chosen to handle the much larger task of supporting Konica Minolta's film inquiries — an engagement with almost five times the amount of calls.

The Source 1 HTMT Account Manager continues to work quite closely with Konica Minolta; weekly status meetings are part of what helps create the feeling that the two companies "are in one building."

WWW.KONICAMINOLTA.US

In April 2002 Samsung was looking for a Co-Sourcing partner to handle customer support calls for their line of digital cameras. Source 1 HTMT was chosen not only for our experience in the consumer electronics field, but also for our ability to provide a software application capable of recording client-specific customer data for marketing purposes.

After customizing our CHARMS application to suit their business needs and handling their customer support lines with great success, Samsung decided to increase their business with Source 1 HTMT by asking us to handle their email inquiries as well.

WWW.SAMSUNGCAMERASUSA.COM

Source 1 HTMT began handling customer service support for Sony products in 1996, beginning with wireless and cordless telephones. Since then, the relationship between Source 1 HTMT and Sony has developed into true, collaborative partnership. Source 1 HTMT now provides technical support, operational assistance, presales support and all service related issues for approximately 80% of all Sony consumer product lines on the market today, including Televisions, Personal Audio products, Digital Imaging products, Camcorders, NetMD Walkmans, Home Theater, Aiwa audio products and Universal Remotes. Source 1 HTMT is also responsible for processing proofs of purchase for in-warranty and missing part accommodations, as well as replying to customer service inquiries from inmates.

Our Manila, Philippines call center has approximately 200 seats designated to the Sony program and handles approximately 80,000 to 100,000 Sony calls per month, with the largest volume handled from around the December holidays through early March. Our Toronto call center has about 40 agents who handle about 3500 Sony calls per month.