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Conference Presentation

Transforming Support with e-Services to Drive True Business Value

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Support services are constantly challenged to do more with less. We have to maximize shareholder value for our companies. Simultaneously, we must protect and grow our companies’ relationships with our customers. And, at the end of the day, the core product we sell is the knowledge that stems from our people--the third leg of the triad which ensures support service success.
Avaya recently executed on strategies which adapt to all three of those drivers. While e-services were core to the business transformation, making the e-service transformation relevant to customers, ensuring long-term business benefit, and helping the people of the organization adapt to and value the changes were key inflection points to driving the program success. Avaya will share its case study and learnings and will facilitate discussion of factors for driving successful transformation. It’s not just what we do, but more so how we do it that demarks an effective business transformation. Learn from Avaya’s experiences of what worked well and what they’d have done differently in this presentation of business success.


Presented By:

Dan Pratt

Director, Strategy and Business Transformation, Avaya

Linda Hartig

VP Global Support Services, Avaya

Publish Date: May 6, 2014

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