Reimagining the Customer Experience

September 8th 2021 23:45:05 PM



Our team has been working hard to improve the customer experience over the last year. Our customers deserve the best experience every time they interact with us. While we’ve made progress, we need to do a better job to make sure those interactions are excellent … from the moment a customer engages us for a new solution, to the installation, to the way we communicate with them, to how we respond to any issues. 

That’s why I am pleased to announce today that Sharon Sowers has been named VP, Customer Experience, reporting to me. In this new role, Sharon will partner with leaders across all business units, including channel partner management, customer service, technical operations, sales, marketing, training and development, and product innovation to reimagine the customer experience and ensure that we are delighting our customers at each touchpoint. Sharon will listen to feedback from customers as well as our employees to make sure we are putting our customers at the center of every decision we make.

Anyone who knows Sharon has seen first-hand her unwavering commitment to the customer. Sharon was most recently a VP – Customer Experience at a mid-sized fulfillment services organization where she managed “end to end” delivery of projects and programs. In previous leadership roles Sharon piloted a BPO program that improved customer response metrics by leveraging on-shore resources with customer-facing value-added tasks. She led initiatives to rollout, monitor, measure, and improve customer satisfaction (CES) including the launch of web collaboration tools that improved the customer experience and feedback loops. Sharon will bring the same passion for customer-focused innovation to this new role with Scanco. Sharon will begin her new role immediately and work with our COO, Wade Taubken, on responsibility transitions. 

Over the last few months, we’ve been incredibly focused on product innovation and delivering great content and technology experiences. But this is only half of the customer experience equation. The other half is operational excellence in how we deliver service. The way we interact with our customers—on the phone, online, in their offices—is as important to our success as the technology we provide. Put simply, customer service should be our best product. 

We have made significant changes and investments in customer service that have set a solid foundation. We rolled out new tools in our call centers like Zendesk to help our employees provide better, faster service to our customers. At the same time, we shortened our support response windows and raised our customer satisfaction scores. Soon we will be introducing new self-service portals so customers have more choice in how they interact with us, and we will continue to make improvements to our help desk and service offerings.

Our customers deserve the best and we need to work harder to earn their trust and their business every day by exceeding their expectations. Improvements do not happen overnight. It is certainly an iterative process. In fact, it may take several more months before we can honestly say that a great customer experience is something we’re known for. But that is our goal and our single priority … and that’s what we are going to do. 

Andy Nunez

CEO, Scanco

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