Ricoh USA (Exton, Pennsylvania) has announced that Dr. Marlene Kolodziej has been named a Bronze Stevie Award winner for Woman of the Year in the Customer Service category in the 15th Annual Stevie Awards for Sales & Customer Service. More than 2,300 nominations from organizations of all sizes and in virtually every industry across 51 nations were considered in this year’s all-encompassing competition. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact centres, business development and sales professionals. The Stevie Awards also organizes eight of the world’s leading business awards programs, including the prestigious American Business Awards and the International Business Awards. Winners will be recognized during a virtual awards ceremony on Wednesday, April 14.
Winners – from industry leaders such as Delta Airlines, GoDaddy, IBM and WarnerMedia – were selected based on 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, commenting on her win. “By fostering ground-breaking innovations, we continually develop new and better ways of exceeding customer expectations.”
Dr. Kolodziej built Ricoh’s Centralized Services Division based on the company’s needs as well as its customers’ needs. She combined customer-facing teams, establishing a unified and disciplined approach to addressing these customer needs. To accomplish this, she carefully reviewed the portfolios of the various organizations she was bringing together, while looking for synergies to build on while gaining efficiencies. This process led to using Richo’s 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 program to handle remote repairs automatically, intelligently and swiftly, to route into a remote repair workflow, helping cut downtime and drive efficiency. The web-form routing program is home-grown and tailored specifically to Ricoh’s existing workflows – including a highly effective and efficient Ricoh-patented call centre process, which also means it’s designed to scale and adapt as Ricoh continually develops new and better ways of exceeding customer expectations for service and support. The judges added: “Marlene has obviously been a great addition to the organization, 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’s committed to achieving success for her company and their customers.”