Case Studies : Pratt & Whitney
Donna Goss, a Customer Service Manager based in the Southampton office of Pratt & Whitney Canada Customer Service Centre Europe (P&WC CSC), is responsible for the sales of helicopter and fixed wing aircraft engine monitoring systems throughout Europe, Middle East and Africa regions.
Since using Genesys Meeting Center, Donna has been able to deliver professional sales presentations to her customers with great success. When a Paris customer asked Donna if she could visit the following day, Donna checked her schedule and had to decline a face-to-face meeting as she just did not have the time to dedicate two days to a customer meeting. Instead, Donna arranged an online presentation of her latest product information using Genesys Meeting Center. Not only was the presentation a success, Donna’s customer was so impressed by the online presentation delivery that they asked her for Genesys contact details as they saw the benefits of using web conferencing within their own company.
When asked to summarise Genesys Meeting Center, Donna quoted “that just two Genesys Meeting Center sessions save a week of planning, preparing and traveling to carry out two customer meetings, each meeting costing an estimated $5000. I am much more productive now I have the ability to meet with customers without leaving my desk. Genesys Meeting Center is an exceptional tool that enables me to achieve my high targets.”
P&WC CSC has also deployed Genesys Meeting Center to assist with internal meetings, including weekly sales staff meetings, where remote sales staff are able to meet to carry out regular team briefings and updates, without the need to travel to a central location. Genesys Meeting Center also plays an important role in assisting internal online training sessions for P&WC CSC employees.
Colin Fleming, Buyer at Pratt & Whitney Canada (UK) Ltd sees the advantages that Genesys Meeting Center brings to his organization commented, “from a Purchasing perspective, we are constantly in the pursuit of cost reduction and avoidance and the Genesys system certainly ticks both boxes! In addition, there are other clear business benefits, such as the facilitation of negotiation exercises which we look forward to realizing in the future!”
About Pratt & Whitney :
Pratt & Whitney give pilots the confidence to soar above the clouds. We made it possible to cross oceans and continents in hours, not days. We made it possible to fly around the world in wide-bodied comfort.
Genesys, an Alcatel-Lucent company, is a company that focuses 100 per cent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite connects customers with resources - self-service or assisted-service - to fulfill customer requests and to optimise customer care goals. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries.
Published: Monday, February 12, 2007