Packard Bell: "Revolutionair, toekomstvast"

"Bij een compleet herontwerp van klantcontact onderscheidde TOTE-M zich van de concurrentie door niet alleen een revolutionaire oplossing neer te leggen, maar die ook nog eens te implementeren. Het feit dat deze oplossing zes jaar na dato nog altijd draait en alleen maar beter is geworden, illustreert hoe vernieuwend het concept was en hoe de organisatie ervan is achtergelaten."

Paul Verkuijlen, toenmalig Internal Program Director Pachard Bell

 "A breakthrough in customer satisfaction. Moving to a Customer Care Center is about developing the mindset and tools to deliver proactive personalized advice to our Customers on the best way to use their Packard Bell Computers. And by doing this, increase their loyalty to our brand and achieve incremental Services revenues during the lifetime relationship with the Customer. This is vital.
The programme was under the direction of Paul Verkuijlen, Director of the European Consumer Contact Centers and Annemiek van Moorst, founding partner of TOTE-M and external programme manager. It was implemented simultaneously in the Wijchen and Angers Contact Centers.”

Luis Pacheco, CIO and Vice-President of European Service and Support of Packard Bell (Division of NEC Computers International)