240.544.5463 |
support@juzsolutions.com |
WHAT SHARED RISK PRICING MEANS
Shared risk pricing means JuzSolutions and our customers are both vested in the outcome. If the solutions put forward don't work we share the outcome good and bad. The real take away with Shared Risk Pricing is we won't commit to anything we can't do.
MEET THE CEO-PAST PERFORMANCE
- Managed 250 personnel responsible for all worldwide operations support, including field delivery (FOTS-feet on the street), Repair Center, education, logistics, technical support quality and management of internal and external professional service resources and a $13.4M expense budget
- Improved SERVICE LEVEL AGREEMENT/STATEMENT OF WORK compliance to the customer base by launching a companywide Think Like a Customer quality program
- Achieved a 15% gain in SERVICE LEVEL AGREEMENT compliance metrics
- Increased customer rating from 71% to 83% in one year by instituting strong business practices such as performance and accountability measures
- Held full P&L responsibility for all aspects of service business worldwide, including implementation and execution of service strategy
- Grew service revenue from 2% to 7% of total company revenue
- Increased employee satisfaction from 63% to 72% in one year
- Implemented innovative proof of concept projects, to demonstrate product success to customer, which resulted in consulting revenues for company
- Grew service revenues 41% and service margins 39%
- Reduced cost per call by over 20%
- Turned $600K of outstanding service revenue into an additional $1.5M contract by developing client relations
- nitiated consolidation of all service organizations within Motorola for cost reduction and efficiency improvements
- Built a global follow the sun call center
I have worked with Dane and his management team in two companies in my role as an external leadership coach and consultant. Dane is a pleasure to work with on many levels. He is a strong senior-level
leader, reporting directly to the President and on the senior executive team of both companies in which we worked. His business acumen is strategic and visionary and his interpersonal, business,
and people management skills outstanding, one of the best I've seen in 20 years. Dane is a rare blend of extraordinary leader, smart businessman, and laser-focused executive as he focuses on
exceeding functional company goals and objectives. Dane is a pleasure to work with and if more leaders led like he does, many companies would have fewer people issues, business challenges and
higher customer retention rates.
Wendy Capland, MCC | CEO-Vision Quest Consulting | www.visionquestconsulting.com
Dane Donaldson worked with me for two years while at PictureTel. He was my customer services VP for the Americas, responsible for hundreds of customers representing 600 million in revenue. Dane’s
consistent high standard of professionalism was a huge contribution to our success at PictureTel. He was both keen on listening to customer’s true issues, finding fast and effective solutions
to their requests and providing a voice of the customer at our executive meetings. Any and all difficult or long standing customer issues we gave to Dane to resolve which he accomplished fairly,
100% of the time. Dane’s exceptional relationship with customers also allowed us to enjoy a very high retention/renewal rate and relative ease at collections. I found Dane to be in full command
of what our offering was, an effective leader of his team, and possibly most importantly a valued advisor to me.
Dan Ross | CEO Promisec LLC | www.visionquestconsulting.com
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