Hi Padmapirya,
I am equally curious as our Sr. member Dinesh Divekar is in pointing out - Why aren't Operations people and HOD's getting involved?
Yours seems like very big group of business that houses 3 verticals. I am just guessing.
Since You are new to this whole process you must form a team of experts from these verticals with technical and legal know how.
You will have to officially set this knowledge team up for this specific project, hand out roles, and set up discussions. You will therefore need to approach your top management team or the decision makers with a plan of such team. Please understand the scope of your work activities needs to be precisely mapped. This is going to take time. The kind of time where people drop a few sizes!
Once you are ready with a rough plan for this project approach your Top Management and set the ball rolling. You have to understand that you are looking at plenty of discussion going back and forth, then documentation and approval of that work. Always have the technical and legal guys ready with you. This will take nearly 3 months of work for each business vertical. So in your plan set the deadline to 4 months each. Those are just random figures to throw as we have no idea how big your business verticals are.
Members here will share resources with you but as long as you have haven't put your hands into it you are only guessing. Its good to realize this at all times when you will employ your efforts and time on a project like this. There are going to be lots of revisions - to a point of frustration, if you decide to go with it alone. So I won't tell you that you are doing it wrong as you may have your reasons.
Therefore Your best strategy is to know what you are up against, make a team plan for one vertical, identify the right people and get an approval from your top management. Get a dedicated cabin/ conference room, get a budget and brand this project and make a noise. Once its accomplished for one vertical you are ready to go with the other two. That takes care of learning on the job specifically when you are new.
As far as resources are concerned you must check citeops and citesales as well you may find something useful.
Ideally once your mapping of processes and documentation of SOP work on one vertical is over you must be ready to set the training ball rolling.
Here is some stuff on managing customer service meanwhile.
Managing Customer Service.ppt
Cheers
Andy