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Agilent’s business processes and systems have historically been designed for high-touch, manual, or offline interactions. In order to sustain rapid growth, our service business team recognized that we needed to change the way we do business with our customers. Using a customer centric, outside-in approach we transformed our service contract renewal process so that it could be managed end to end online. In this session you will learn how a global cross-functional team worked together to make the online renewal process self-serve and automated for our customers. Join us to hear about the project team insights gained through each step of the project from requirements documentations to change management with internal stakeholders and commercialization of the new features with customers.
Business Transformation Manager, Service and Support Division, Agilent Technologies
Publish Date: October 28, 2019
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Peg Rodarmel, SVP, Subscription Services, Infor
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