KODAK Service & Support Announces New Organization Within Graphic Communications Group
Press release from the issuing company
ROCHESTER, N.Y., September 12, 2005 - Eastman Kodak Company has unveiled a new KODAK Service & Support organization within the Graphic Communications Group (GCG) aimed at more efficiently delivering a wider array of services to customers in the commercial printing, data center, in-plant, packaging, newspaper, digital service provider, document imaging, and storage sectors.
Dolores Traxler, vice president and general manager, GCG Global Services, announced the appointment of three vice presidents who are charged with managing the overall service business and the delivery of Kodak's world-class service and support to customers worldwide. Traxler also highlighted accomplishments to date made to improve customer satisfaction and plans for bolstering multi-vendor services. The new KODAK Service & Support organization is designed to create a single organization focused on serving customers across all of the GCG lines of business.
"The whole of our service organization is much stronger than its individual pieces," said Traxler. "This collective front provides our customers with unprecedented access to superior skill levels and an expanded global reach - all the while maintaining a single point of contact."
KODAK Service & Support is made up of nearly 3,300 service professionals across all of the GCG businesses in more than 120 countries. This workforce brings together their combined skills to provide service and support for more than 100 manufacturers of document scanners, storage devices and solutions, commercial printing equipment, and prepress technologies.
As part of the launch of the new organization, Traxler appointed three vice presidents of service to manage service delivery to customers worldwide. Named as vice presidents of service for specific regions are:
-- Europe, Asia, Middle East Region - Roger Lines
-- Americas Region - Art Gable
-- Greater Asia Region - Louis Law
A fourth vice president to oversee the Japan Region is still to be named.
These roles reflect Regional Leadership Teams established by GCG to lead the sales, marketing and service operations around the world for the combined Creo, KPG, NexPress, Versamark, Encad and Kodak document imaging businesses. Traxler said that "a fully integrated approach to our customers is being implemented and service delivery is a key element of this and needs to operate in coordination with our sales and marketing teams."
Moving forward, Traxler said, KODAK Service & Support plans to expand the array of both the service offerings it delivers and the range of hardware and software products for which it can provide these services.
"We plan to provide our customers a full portfolio of offerings in the capture, manage/store, output and workflow processes so that we can better support entire solutions versus just the products that have been purchased," Traxler said. "This will ensure customers continue to receive a single point of contact for a wider array of services while optimizing efficiency and ensuring market competitive pricing strategies."
The organization also wants to highlight competitive capabilities that Traxler said allow it to provide "end to end" service. "For our competitors, this is generally an either/or situation," Traxler said. "For example, some can service or support the digital market, but not the offset print market. With others, the opposite is true. But KODAK Service & Support can be a trusted advisor to either market."
Currently, KODAK Service & Support delivers:
-- Maintenance agreements, ranging from on-site service to advanced exchange and depot options, preventive maintenance, and choices of coverage up to 24 hours a day, 7 days a week, and 365 days a year in most areas.
-- Warranty enhancements that extend many basic manufacturer offers.
-- Enhancement services such as installation, training, relocation, data conversion, or optical disk cleaning.
-- 7 x 24 x 365 Global Follow-the-Sun Help desk services, offering call center and remote diagnostics and support capabilities in multiple languages.
Traxler expects the expanded organization to continually heighten customer satisfaction, for which survey ratings for overall satisfaction currently average 98 percent. "We are confident that our improved offerings, broader skills, and geographic reach will generate even higher customer satisfaction ratings than we already generate," she said.
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