By: Dan Wiersma – Sony Electronics, Inc.
In today’s complex consumer service world it has become more and more challenging to go it alone in service. Partner relationships across many functional areas of a service operation have become commonplace and a critical necessity as companies focus on the competencies they want to retain in house and those they wish to outsource to others. Sony’s Consumer Service organization has been transforming its service organization over the past three years and has several partnership relationships spanning call centers, in home service, warehousing, repair, refurbishment and extended warranty management. This presentation will focus on these partnerships, how they are managed, performance measurement and the unique characteristics that allow not only a lower cost service model but increased customer satisfaction and utilization of a partner’s strengths to implement programs that benefit their business as well as Sony.