Go Back

Use this space to include the company's tagline or a welcoming message.

Amphenol Broadband Solutions

Industrial IoT
Software & Technology

Customer Support and the Need to Embrace Change

January 10, 2023
Amphenol Broadband Systems
customer processes
customer support
internal systems
+more

Analyzing customer support, experience, technology, and processes at Amphenol Broadband

Improving operations, identifying issues and find new solutions and better experiences for customers.

Pre-pandemic, the system was manual and once the pandemic hit there was a real disconnect with people working from home.

Smooth and effective customer service is critical to the success of nearly every business. Good customer service qualities are rooted in clear communication, prompt service, and understanding of customer needs. According to HubSpot, 90% of Americans use customer service to decide whether or not to do business with a company.

Pre-pandemic, Amphenol Broadband Systems’ customer service and ordering process looked very different. With drastic and quick changes, the company realized how critical it was to change its processes and discovered a lot in the process. Many tips are applicable to various industries.

Hosted by Daniel Litwin, this episode of Wavelengths looks inward and discusses customer support and experience with Bill O’Donnell, Amphenol Broadband Systems’ Senior Director of Product Management & Customer Support.

The episode covers…

  • O’Donnell shares some challenges due to the dated system.
  • The impacts of updating the system on a holistic level.
  • Insights into how the customer service is improving and feedback.

In terms of the ABS antiquated order processing system, O’Donnell said, “Some of the major challenges that were brought to light was really just being able to have data visibility.” He went on to share that the numbers were not adding up and that was creating a clear bottleneck in overall operations.

Bill O’Donnell, Senior Director of Product Management & Customer Support, completed a master technician program at NCTI and worked at Comcast, Trilithic, and PCT International before joining Amphenol Broadband Systems’ team seven years ago.

Recent Episodes

BEAD
View episode

BEAD Funding Roundtable: Is Rural Broadband Expansion Set Up to Succeed?

In a timely and important episode about the deployment and execution of federal Broadband Equity, Access, and Deployment (BEAD) funding, several telecommunications experts weighed in on the program’s future. With 2023 coming to a close, this conversation about BEAD comes at the right time as it marks a year filled with substantial updates and progress […]

IoT security
View episode

IoT Security Solutions for the Safety of Connected Homes Requires Collaboration and Innovation

Since the introduction of smart devices, the world has increasingly become dominated by interconnected devices but IoT securitydemands are also growing. The “connected home” has shifted from what was once a futuristic concept to reality. With the global smart home market projected to reach $135.3 billion by 2025, the conversation around the security of these […]

View episode

Continuously Training a Workforce is Key if the Telecom Industry Wants to Aim For Network Reliability

Unprecedented connectivity thrives in today’s world and the evolution of networks and network reliability has never been more dynamic. With 5G rolling out en masse and the Internet of Things (IoT) expanding its reach, the telecom industry is at the heart of this transformation. However, a critical factor often overlooked is the importance of […]