Ricoh USA, Inc. announced that Dr. Marlene Kolodziej has been named a Bronze Stevie Award winner for Woman of the Year in Customer Service category in the 15th annual Stevie Awards for Sales & Customer Service. More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 51 nations, were considered in this year’s competition. Winners, from industry leaders like Delta Airlines, GoDaddy, IBM and WarnerMedia were determined by the scores of more than 160 professionals on nine specialized judging committees.
This latest recognition reinforces Ricoh’s commitment to customer success and helping them move their businesses forward by leveraging advanced technologies and expertise. “As the way we communicate and collaborate evolves, the need for simple and secure support increases in importance for Ricoh’s customers,” said Dr. Kolodziej of her win. “By fostering groundbreaking innovations, we continually develop new and better ways of exceeding customer expectations.”
Dr. Kolodziej built Ricoh’s Centralized Services division based on the company’s and its customers’ needs. She combined customer facing teams, establishing a unified and disciplined approach to addressing these customer needs. To accomplish this, she reviewed the portfolios of the various organizations she was bringing together, looking for synergies to build on and gain efficiencies. This process led to using the cloud-hosted automated call distribution system to capture error codes from customers at the start of a call, so their requests could be automatically routed for faster, more effective troubleshooting, reducing customer impact and resolving customer issues quickly.
These new processes also led to a web-form routing program to handle remote repair automatically, intelligently, and swiftly, to route into a remote repair workflow, helping cut downtime and drive efficiency. The web-form routing program is homegrown and tailored specifically to Ricoh’s existing workflows, including a highly effective and efficient Ricoh-patented call center process, which also means it is designed to scale and adapt as Ricoh continually develops new and better ways of exceeding customer expectations for service and support.
As the judges state, “Marlene has obviously been a great addition to the organization, already making such a major impact with her ideas around technology tools and process improvements. She has spearheaded significant results for the company and is clearly an innovator who is committed to achieving success for her company and their customers.”
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