How Technology Enables
Service to Deliver Superior
Customer Experiences
Budd Webster, Services GM&VP
Kodak Alaris
2
Holding company, solely owned
by U.K. Kodak Pension Plan
Ralf Gerbershagen, Chief Executive Officer
$1.2 billion in reve...
In everything we do…
we believe in finding a better way
Nimble
Driven
Trusted
4
And we are entering a new world!
5
We were a
document input
company
6
Now we are an intelligent information
management company
Getting the
right information
to the right
place
at the right t...
Input Management
Business Process / Case
Management
Customer Interaction
Management
Knowledge
Management
ECM CEM
Informati...
8
Service & Support – Productivity Assured.
Customers trust in Kodak Alaris to deliver the training,
optimization and supp...
9
Twin Pillars of Customer Experience
Management
Information Management
Multi channel input
Semantic understanding
Classif...
10
New Artificial Intelligence
UNDERSTAND PROCESS KNOW
? i
!
Knowledge Is Core Of Process Efficiency
Kodak Info Insight Pl...
Self Learning Expert Forum
Content Repository
Across System Boundaries
Any Content Documents
Free Text Search
Intranet Any...
12
“…find a
better way.”
Case Management Goal
•Simplified Global Entitlement
•Cutting-edge Mobile Capabilities
Field Manag...
13
Result: a service IT infrastructure that facilitates
superior customer experiences
• Powerful CEM/Knowledge
• Self lear...
The Kodak trademark and trade dress are used under license from Eastman Kodak Company. © 2013, 111616
Opco (Delaware) Inc.
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(Complete) Field Service USA presentation by Budd Webster, GM Service at Kodak Alaris

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Budd Webster's (GM of Service a Kodak Alaris Inc.) complete presentation for Field Service USA 2014. #fieldservice #servicemax

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  • (Complete) Field Service USA presentation by Budd Webster, GM Service at Kodak Alaris

    1. 1. How Technology Enables Service to Deliver Superior Customer Experiences Budd Webster, Services GM&VP Kodak Alaris
    2. 2. 2 Holding company, solely owned by U.K. Kodak Pension Plan Ralf Gerbershagen, Chief Executive Officer $1.2 billion in revenue 3,500 employees Financially strong, committed to growth The new company Dolores Kruchten, President DOCUMENT IMAGING Document scanners Capture software Technical services Dennis Olbrich, President PERSONALIZED IMAGING Traditional photo Retail systems solutions Event imaging solutions
    3. 3. In everything we do… we believe in finding a better way Nimble Driven Trusted
    4. 4. 4 And we are entering a new world!
    5. 5. 5 We were a document input company
    6. 6. 6 Now we are an intelligent information management company Getting the right information to the right place at the right time to maximize value
    7. 7. Input Management Business Process / Case Management Customer Interaction Management Knowledge Management ECM CEM Information Management Converge Capture approach: Capture to archive Digital repository for critical business processes Key input sources: paper, fax Information: Largely structured Entity: Document, Data Key motivator: availability of data; regulations, audits Measures: Compliance Capture approach: Capture to transaction (batch) Automate processes Key input sources: Paper, e-docs, e- mails, attachments, fax, social media Information: Mix of structured, semi- and unstructured Entity: Transaction Key motivator: Time to cash; process cost; customer satisfaction Measure: ROI Improve customer communication Key input channels : Call centers, e- mails, chat, social media Information: Mostly unstructured Entity: Inquiry, Web visit Key motivator: Best customer service for lowest price Measure: Time to resolve; customer satisfaction Quality of customer communication Key input channels: Product teams; senior call center staff, expert users (community) Information: Largely unstructured Entity: Inquiry Key motivator: Retention of firms IP, ease paper info gathering, enable customer self help Measure: Level of input provided / time to resolve
    8. 8. 8 Service & Support – Productivity Assured. Customers trust in Kodak Alaris to deliver the training, optimization and support that assures the ongoing productivity of their solutions • Global reach, local attention • Highly trained and experienced personnel • Single point of contact for software and hardware support • Professional services including training, workflow optimization • Versatile maintenance agreement options With over 600 highly trained professionals in over 30 countries, Kodak Alaris is one of the largest, most experienced service organizations in the industry, with customer satisfaction ratings historically over 95%!
    9. 9. 9 Twin Pillars of Customer Experience Management Information Management Multi channel input Semantic understanding Classification of content Extraction of relevant data Response and routing Service Management Case management Workforce optimization Contracts and entitlements Parts logistics Mobile connectivity Dashboards and analytics
    10. 10. 10 New Artificial Intelligence UNDERSTAND PROCESS KNOW ? i ! Knowledge Is Core Of Process Efficiency Kodak Info Insight Platform Information Management
    11. 11. Self Learning Expert Forum Content Repository Across System Boundaries Any Content Documents Free Text Search Intranet Any Source No Administration Versioning Dynamic Q&A Scripting
    12. 12. 12 “…find a better way.” Case Management Goal •Simplified Global Entitlement •Cutting-edge Mobile Capabilities Field Management Goal •Robust Work Order Management •SLA / Resource Optimized Scheduling Stakeholder Connectivity Goal •Immediate Access to Information by Key Customers & Partners Operational Efficiency Goal •Global Parts Management •Dynamic / Ubiquitous Knowledge Base (Service Pulse / Social Collaboration) Service Management
    13. 13. 13 Result: a service IT infrastructure that facilitates superior customer experiences • Powerful CEM/Knowledge • Self learning • Artificial intelligence • Future proof • Comprehensive service solution • Global SaaS on force.com platform • Agile and highly configurable • Speed of implementation Differentiators that make a difference!
    14. 14. The Kodak trademark and trade dress are used under license from Eastman Kodak Company. © 2013, 111616 Opco (Delaware) Inc.

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