Customer Advocacy: Putting Customers at the Heart of Your Business
Thursday, April 23rd, 2020
With the evolution of customers’ needs and digitalization taking over the world, service organizations are actively rethinking their business models. Bell and Howell, a U.S.-based services organization and former manufacturer of motion picture machinery, is not an exception. In order to keep up with its customers’ changing demands and provide optimal cost-effective service, the company’s leadership introduced several digital transformation initiatives. Deployment of IoT platform, data technologies, and advanced analytics enabled Bell and Howell to connect company’s assets for real time remote monitoring, remote repair, automated data aggregation and analysis, and leverage smart data for predictive and prescriptive maintenance.
Haroon Abbu spearheaded Bell and Howell’s IoT platform and data technology selection and implementation along with company’s digital transformation initiatives, and he is joining us to share lessons learned and mistakes to avoid, as well as some of the accomplishments and benefits the services organization was able to deliver to its customers. Session key takeaways include:
- Success factors in evaluating your legacy infrastructure and selecting technology that can scale quickly
- Overcoming legacy culture and fostering transformation through data and innovation
- Realizing the ROI of new technology investments
- Seizing the value of the data you are collecting for improved business decision-making and service