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CRISPIN
NAMES NEW SENIOR VICE PRESIDENT (CS)
Jones aims to streamline Customer Solutions process.
DURHAM, N.C. – May 7,
2008
Crispin Corporation, a leading worldwide provider
of broadcast automation software, equipment and
support, has named David Jones Senior Vice President
of Customer Solutions.
Jones, who previously served as Vice President
of Customer Service and Support, will work closely
with Crispin’s Project Management Team to better
anticipate a customer’s needs from the start.
This streamlined approach will, in turn, increase
the efficiency of the overall project and provide
for a much smoother transition for the overall
technical support experience.
“Our Sales people do a very good job of gathering
a lot of data, and involving Project Management
to help fill in the knowledge areas with system
installation experience will enhance our customers
experience ,’’ said Jones, who joined Crispin
in 1999 and has nearly 20 years experience in
the broadcast industry. “Getting involved earlier
in that process is going to help us set better
expectations with the customer in general, so
we’re all on the same page earlier in the process.”
In addition to Project Management, Jones is also
focusing on the areas of Customer Solutions and
Large Group System Sales Support. While customers
will always rely on Crispin’s unparalleled technical
support to answer questions about new products,
it’s the unforeseen issues that Jones plans to
minimize. “What we want to do is cut that type
of call volume down by managing the products and
the projects with a little better timeline up
front,” he said.
Jones said Crispin has increased its access to
Web training over the past six months, encouraging
customers to utilize online seminars and classes
in advance of on-site training.
In addition, Jones said Crispin
continues to promote and facilitate a hands-on
environment for customers as projects take shape.
“We can tell the customer, ‘Hey, send your lead
engineer down to the factory and come meet the
players you’re going to be dealing with on a day-to-day
basis, and come in and help us configure your
computers.’ What better way to learn about your
new system,” Jones said, “than for a customer
to have their hands in the middle of it while
it’s being set up?”
Jones, who will also provide internal guidance
for Crispin’s Support Team and provide internal
review and support for all sales processes, said
achieving such consistent customer service is
a challenge in an ever-changing industry. But
it’s something Crispin continues to strive for.
“Customer service has always been the driving
force behind our company,’’ said Jones, a native
of North Carolina who has worked previously as
Broadcast Operations Assistant Manager and Supervisor
for DIRECTV. “Repeat customers come back because
of customer service, not because your products
are any better than anyone else’s. It helps, of
course, but that’s not the bottom line in retaining
customers and getting repeat business.
“The bottom line is every new customer is going
to give you some better detail and better information
on how they have evaluated tech support with other
companies,” added Jones, who is also a former
Customer Service and Field Engineer for Alamar
Electronics and Master Control Operator for WJZY-TV
in Charlotte, N.C. “We try to learn from those
ideas and experiences and incorporate these into
our continuing growth and improvement with the
customer service experience.”
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