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CRISPIN CORPORTION NAMES NEW COO

Mood maps out strategy to maximize customer service experience in ’08

DURHAM, N.C. – February 26, 2008
Crispin Corporation, a leading provider of broadcast automation solutions with an emphasis on customer satisfaction, today announced the appointment of Rodney Mood as Chief Operation Officer.

Mood, who has served as Chief Technology Officer at Crispin since 2005, will oversee Development, Customer Service and Manufacturing. In conjunction with the announcement, Mood unveiled several strategic customer service initiatives and laid the groundwork for an upcoming announcement of a Crispin-built systems project launch.

“I’m excited about the changes we’re making in Crispin for 2008 and I think our longtime customers will notice these changes, too,’’ said Mood, who has more than 15 years of professional information technology and management expertise in the software industry.

While he retains his CTO duties in Research and Development, Mood has expanded his focus to a renewed commitment to customer service. To help achieve the company’s goal of reducing turnaround time on customer issues by 25 percent, Mood outlined three ways Crispin is improving the experience:

--A new mentoring program where engineers and technical support representatives work side-by-side for several hours each week. “We recognized that the team approach would best utilize the strengths of both teammates at the same time instead of bouncing an issue back and forth,” said Mood, who noted the program has already seen results and expects to pay long-term dividends

--Improved tracking and communication tools to help the customer service team work more efficiently with customers. “We want to eliminate the possibility of delay when a particular customer service representative is out of the office,” said Mood.

--A redoubled effort to make sure all Crispin customers have installed RapidCollector, its incident and log capture tool.

“Many times we simply haven’t received enough information to begin working on the case immediately,” said Mood. “RapidCollector is the easiest way to report an issue to Crispin.”

On the manufacturing side, Mood said Crispin will be launching some initiatives in the coming months “that will resonate very well with the broadcasters who understand the need for systems stability and reliability.”

“Taken together, the changes we’re incorporating in Manufacturing, Research and Development, and the Customer Service teams are all aimed at improving the customer experience,” said Mood, who earned a bachelor of science from Purdue University and has worked previously as information systems consultant at Mosaic Technology and as a consultant with Modis IT and will earn MBA from NC State University in May 2008.

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