Looking for two case studies of US based Fortune 500 companies and how
they implement customers service in a B2B market. The answer should
include
- A description of the company's relevant line of business
- A description of customer service options offered, and how they are organized
- Customer service operations overview (e.g. call centers, org
structure, FTEs, average tenure, etc.)
- Customer service group goals (need precise definition)
- Performance Metrics used, and how the group scored on those metrics over time
- Compensation structure for the customer service reps and how it is
aligned with the goals of the group
- Whether the customer service group was outsourced/offshored and what
considerations the company went through to decide
- Any customer service tiers used (e.g. silver, gold, platinum) and
how those tiers are set, how they are differentiated (i.e. who gets
what) and how they are prices (e.g. can you buy your way into Platinum
service).

I would ideally like to find a company that has created a small elite
customer service group seperate from its larger core operations -
where the elite group is targeted to providing service to its top
customers. I'd like to learn about how the elite group is organized
and whether it's "working."

The answer should be heavy on numbers in practice and light on theory.

Thanks.