CIMdata PLM Industry Summary Online Archive
14 October 2005
Company News
Avatech Solutions Announces Customer Loyalty Program; Leading Solutions Integrator Seeks to Set New Standards in Customer Care Performance
Avatech Solutions, Inc. announced the official launch of its Customer Loyalty Program.
"Our goal with the Customer Loyalty Program is to establish a consistent, strategic approach to taking care of our customers to ensure we are always surpassing their expectations, as well as building long-term client relationships," said Scotty Walsh, CEO at Avatech. "We are moving toward enhanced standards and higher benchmarks for our customer service performance."
The Customer Loyalty Program, which was soft-launched in June 2005, is designed to increase and sustain customer loyalty with Customer Advocacy resources for proactive communication and a facilitation of numerous customer care programs.
"We value our customers immensely, and we want to ensure we are listening closely to them and providing value as they define it," adds Walsh.
Client-Focused Advocate
Donna Gaspar, recently promoted to Customer Advocate Manager, works directly with Avatech clients and is a dedicated resource focused solely on the customer experience. Independent from Avatech's sales, operations, or technical teams, the Advocate acts on behalf of Avatech's clients. Donna is a liaison between customers and Avatech senior management, providing hands-on, rapid responsiveness to customers.
"Our customers will appreciate the Customer Advocate Manager, because that individual is there to act on their behalf at all times, with no sales agenda," says Scott Harris, President and COO. "We anticipate that this 'no sales pressure' approach to customer care will be another hallmark of Avatech's innovative, market-leading business model."
Cornerstones of Customer Loyalty
In addition to the dedicated service and rapid response provided by the Customer Advocate, the Customer Loyalty Program includes other initiatives developed to enhance the customer experience and increase customer loyalty, which include but are not limited to:
• Focus groups to gather in-depth data on topics pertinent to Avatech's customer base.
• Monthly Subscription web casts to orient clients to the benefits of Autodesk Subscription and Avatech's value-add to the program.
• Surveys to solicit feedback regarding experiences, services, training, and support.
• Avatech Executive Roundtables targeting select clients for events with Avatech's CEO and President.
About Donna Gaspar, Customer Advocate Manager
Prior to being promoted to Customer Advocate Manager in June 2005, Donna held the role of Executive Assistant to the CEO at Avatech for two years. Previously, Donna spent 12 years at Oracle in various capacities. As Executive Assistant, she executed special projects and acted as a customer liaison between clients and Oracle management. As an event project manager, Donna planned and coordinated customer, partner and employee training events and roundtables. Prior to that Donna was Communications Manager.
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