Vector: Transforming Customer Service at Light Speed

Transforming Customer
Service at Light Speed


Using an agile approach to modernize
customer service for 180,000 global clients
What happens if your customer service organization supports over 600,000 custom product configurations and a customer calls in clamoring for support? How do you ensure that your agents have that customer's specific product configuration information at their fingertips to be able to route tasks to the right product specialty teams and quickly resolve the issue?

Join customer service leaders at Vector Informatik, a company that provides OEMs and suppliers of automotive and related industries with a professional and open development platform of tools, software components and services for creating embedded systems. The speakers will outline how they used an agile approach to transform customer service at lightspeed for five hundred agents and 180,000 clients globally.

Kariem Yehia and Stefan Ries will also detail how their organization transitioned from a myriad of customer support tools to a single ServiceNow-based customer service management solution that helps them deliver a superior customer service experience.

Topics covered during the session include:
  • The impetus for change
  • The rationale for replacing their existing customer support tools with a modern customer service management solution
  • Must-have capabilities for excelling at customer service
  • How to use the principles of agile to transform customer service
  • Initial benefits and results
The discussion includes an interactive Q&A session hosted by Holly Simmon, Senior Director of Product Marketing for Customer Service Management at ServiceNow.

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Audio is streamed over the Internet, so turn up your computer speakers!
Kariem Yehia
Director, Business Systems and Customer Support
Vector Informatik GmbH
Stefan Ries
Technical Team Leader
Vector Informatik GmbH
Holly Simmons
Sr. Director of Product Marketing for Customer Service Management