Sony’s previous service system worked well for a one to one interaction. It was great for one customer with one product. If their customer’s Sony product were to break, Sony would step in and fix it. Yet, their previous system was very customized and was not designed to handle intricate products and accounts, which is what their customers needed. “These days we’re managing very complex contracts with customers with multiple types of equipment in multiple locations,” Cooper explains, “we really couldn’t manage that with our 15-year old Remedy service desk system.”
Beside their IT challenge, Sony also had a business challenge they needed to overcome. Many broadcasters let their engineers go, so Sony needed to sell into companies that did not have in-house expertise. “(It’s) No longer about a technical conversation. It’s about how are we delivering our services against expectations and having that conversation with someone who’s not necessarily technical at all,” Cooper shares.
The company knew they needed an updated solution that would allow them to manage complex cases, yet still be appealing to their customers that were not engineering experts.