Innovapost to Present at GTEC 2011
October 7, 2011 - Ottawa, Ontario
Presentation: Delivering Purolator Customer Service through the Cloud
Time: Tuesday, October 18, 1:30 pm–2:15 pm
Location: Ottawa Convention Centre, 210, 2nd level, OCC
Presenters: David Rea, Senior Vice President, Innovapost and Richard Eyram, Area Vice President, salesforce.com
Conference: GTEC 2011
Delivering Purolator Customer Service through the Cloud
When Purolator, Canada’s largest courier company, needed to streamline its customer experience, it looked to emerging technologies and transformed its business with cloud computing. In partnership with its IT Service Provider, Innovapost, and salesforce.com, Purolator successfully deployed a customized, cloud-based call center application that services over 35,000 customer requests a day.
This presentation offers strategies and tactics for CIOs and Technology Directors interested in a large-scale deployment of cloud-based technologies and customer service solutions. Attendees will learn how the three companies overcame agile development and integration challenges to arrive at this industry-first customer care solution. They will gain insight into the technology and processes required for success, “lessons learned” and what organizations should consider when looking at cloud solutions for their business.
About the Presenters
David Rea, Senior Vice President, Purolator Client Services, Innovapost
As Senior Vice President, Purolator Client Services, David Rea is responsible for client and business development, and solution definition and implementation for Purolator, Inc. Prior to joining Innovapost in 2004, David accumulated a wealth of IS/IT experience in the Financial services sector and Canada’s software development industry. The focus of David’s professional experience is transforming strategy into achievable technology programs, and managing programs in complex multi-stakeholder environments. David holds a Masters of Business Administration from University of Western Ontario and a Bachelor of Applied Science – Industrial Engineering, University of Toronto.
Richard Eyram, Area Vice President, Canada, salesforce.com
Richard Eyram joined salesforce.com in 2006 to lead the Canadian enterprise business. Rich is accountable for the growth and expansion across the country in both commercial and public sector markets. Prior to joining salesforce.com, he held various positions with Pivotal Corporation, including Vice President and General Manager, Vertical Markets for North America. Rich joined Pivotal via an acquisition, after selling his consulting firm, inFORM, to Pivotal in 2001. Rich began his professional career with Accenture, focusing on business transformation and emerging technology-enabled sales markets. Rich received a Bachelor of Commerce from the University of Toronto.
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