ABB - The Power of Customer
Collaboration for Results; Enhancing the Customer Experience
Bill
McGovern - Director of North America Customer
Service Center & Common Service Applications
ABB
As ABB Service business
has grown in North America in the last decade, there
has been a common theme which resonates as 'Collaborative
Service Management'. Mr McGovern will share information
about how ABB Service has leveraged their Process Automation
discipline in foundational processes with tools and technology
to continually improve the customer experience, gain
customer confidence by providing robust multimedia 24x7
access to resources, and deliver value to build long-term
customer loyalty. ABB's North American Service objective
is to provide uniform, reliable, simple access for every
ABB product or system and each Service type serving the
global Industrial market. Meeting the customer(s) on
their terms and playing field is an ingredient for collaboration;
one that yields positive results for Customers and ABB.
While integration of front-end processes between business
units and the five divisions facilitates the "One Face of ABB" for
our end-customers; ABB's shared service organization
has continually engaged in offering self-service portals
and eService access to a wide variety of resources. In
this session you will hear how ABB has evolved its service
capabilities with common service applications (PowerHelp|CRM,
SolutionsBank, ServIS, and other customer-facing portals)
to meet the emerging needs of North American clients
as well as the demands of the global markets. Experience
the Power of Collaboration. |
