Ricoh’s Dr. Marlene Kolodziej wins Stevie Award
March 22, 2021
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 organisations 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.
“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 Centralised 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 organisations 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 programme 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 programme is homegrown and tailored specifically to Ricoh’s existing workflows, including a highly effective and efficient Ricoh-patented call centre 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 stated: “Marlene has obviously been a great addition to the organisation, 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.”
The Stevie Awards for Sales & Customer Service are the world’s top honours for customer service, contact centre, business development and sales professionals. The Stevie Awards organises eight business awards programmes, also including the prestigious American Business Awards and International Business Awards. Winners will be recognised during a virtual awards ceremony on 14 April.
Categories : Around the Industry
Tags : Awards Customer Service Stevie Awards
