Panel of industry experts selected winners among all service organizations. 

ROCHESTER, N.Y., May 15—Top honors for Most Innovative Approach to Service Delivery went to KODAK Service and Support at the 2008 WBR Field Service Conference recently held in Tucson, AZ. The award was presented in front of more than 300 senior level service industry professionals who gathered at Field Service to discuss best practices in customer service strategies that increase productivity and provide world class customer service. Kodak was selected for offering the highest first time fix rate, fastest response rate, and most cost effective service delivery strategy.

“Entry judges – service and support industry leaders themselves – cited Kodak for innovative new service delivery methods and evolving to meet customers’ changing needs,” said Karen Sherrill, Director, Global Operations, KODAK Service and Support. “We’re honored by Field Service’s recognition of the current initiatives and standards of excellence set by KODAK Service and Support.”

KODAK Service and Support is made up of more than 3,000 professionals reaching more than 120 countries. It is a leading multi-vendor integrated services provider, delivering consulting, installation, maintenance and support services for the commercial printing, graphic communications, document imaging and data storage industries. KODAK Service and Support professionals are uniquely qualified to provide services that control costs, maximize productivity, and minimize business risk.

 “The Field Service Awards were created to recognize individuals and companies that support the customer experience and overall satisfaction through service initiatives, programs and processes,” said Jonathan Massoud, Executive Director, Field Service 2008. “Kodak’s long history of high quality service and support, along with its continuous efforts to improve service delivery, made the company an obvious choice for our judging panel.”

Entry highlights that caught the judges’ eyes included Kodak’s ability to maximize uptime for its worldwide customers who operate 24 hours a day; to service any product whenever and wherever needed; and to grow its service business by servicing products beyond those that the company manufactures.

The evaluation team noted that KODAK Service and Support successfully created a single, cohesive service unit from worldwide organizations that serve distinct, yet interrelated product segments. In addition, Kodak’s multi vendor services, global parts infrastructure, technical expertise, and global reach were listed as features of KODAK Service and Support that led to Kodak’s selection as the company with the Most Innovative Approach to Service Delivery. 

J. Patrick Welch, Director of US Service Sales, Kodak Document Imaging, Graphic Communications Group, Kodak, presented a seminar on Focusing Your Service Organization on Recurring Revenue Opportunities. According to conference producers, the presentation was well received by attendees and organizers look forward to an update from Welch next year at Field Service in Palm Springs, CA.  In addition to KODAK Service and Support, Welch discussed “selling the box” when selling service; integrating the customer’s needs with service features; considering the entire customer life cycle; and keeping the workforce focused on organizational growth and revenue.

About Kodak

As the world's foremost imaging innovator, Kodak helps consumers, businesses, and creative professionals unleash the power of pictures and printing to enrich their lives.

To learn more, visit www.kodak.com, and our blogs: 1000words.kodak.com, and 1000nerds.kodak.com.

Editor’s Note: Kodak corporate news releases are now offered via RSS feeds. To subscribe, visit www.kodak.com/go/RSS and look for the RSS symbol. In addition, Kodak podcasts are viewable at www.kodak.com/go/podcasts. Podcasts may be downloaded for viewing on iTunes, Quicktime, or other PC-based media players. Users may also subscribe to Kodak podcasts via the iTunes store by typing “Kodak Close Up” in the search field at the top of the iTunes Store window.

More information about KODAK Document Imaging Scanners is available at
www.kodak.com/go/docimaging. 

(Kodak is a trademark of Eastman Kodak Company.)