Software As A Growth Enabler: Five Solution Providers Share Their Software Journey
Joseph F. Kovar and Alec Shirkey
Software Push Requires New Customer Service Thinking: John Head, PSC
Early on in its software journey, the Chicago-area IT consulting firm rebranded from Precision Systems Concepts to PSC Group and adopted a new tagline, "It’s all in the way we listen." John Head, PSC's chief evangelist, said the change forced company leaders to think about customer service differently.
Instead of framing its business value around network break-fix capabilities, Head said the focus shifted toward providing difference-making customer guidance through passion, honesty and reliability. The approach paid off when PSC client Orbitz needed a more efficient, user-friendly fraud protection experience. PSC built a platform that solved both problems, allowing Orbitz to run its fraud protection service with just 15 people instead of 150, and later created a stand-alone company around the product – Accertify – that was acquired by American Express for $150 million in 2010.
"Know what you do well, know what you don't do, and know how to look into the future and take care of your people," Head said.