![]() Another office was opened in England as the company anticipated being able to offer program-testing services throughout Europe. By 1990 Sykes Enterprises had branched out into Texas and established an Information Services Division in Tampa, Florida, which was later to become the company headquarters. The company expanded into New York in 1983 and Colorado in 1985. In 1984 Sykes Enterprises formally split into two divisions, Information Services and Technical Services.īusiness was strong and the firm grew rapidly. Technical writing and software design became the two major aspects of the company ’s operations. A small technical writing job for the company, won in 1982, led eventually to the creation of an entire branch devoted to the field. ”Īnother of Sykes Enterprises ’ early clients was Texas Instruments Inc. On the other hand, he said, “Industrial companies look beyond price, they ’re good for long-term business relationships. Such contracts are usually won on the basis of price, Sykes noted in a 1990 interview with a Charlotte-area business journal. Sykes sought out large industrial clients from the beginning, preferring to avoid work in the government and aerospace fields. Other employment during the 1980s included creating standardized technical drawings and providing construction management for companies such as Walt Disney, AT&T, Amoco, and Pacific Bell. The next year a technical writing group began working on contracts for various clients. ![]() From that job evolved the Design Services Department. When the computer firm arrived in Charlotte in 1978, Sykes Enterprises designed their work space. The company ’s initial purpose was to provide design and engineering services to Fortune 500 companies. He moved with his family back to Charlotte and, with three employees, started Sykes Enterprises. Faced with little prospect for advancement, Sykes determined that he would have to seek new challenges elsewhere. Later he moved to Philadelphia, where he eventually became senior vice-president of CDI Corp., an engineering services company. After leaving college without graduating, he spent ten years working on procurement for two aviation companies in Charlotte. He had already acquired several years ’ experience in the engineering field. in 1977 as a small technical engineering firm in Charlotte, North Carolina. ” Launching an Engineering and Design Firm: 1977-92 Sykes wrote, “We offer efficiencies of scale and knowledge to cost effectively deliver fast, friendly effective service at every level of the enterprise. Although such quality service can be expensive, Sykes Enterprises is able to keep costs under control through specialization and implementation of the best technology. In an article written for, Senior Vice-President Chuck Sykes emphasized that no automated system can replace a well-trained technician in responding to questions and ensuring customer satisfaction. The company believes that maintaining solid customer relationships and building brand loyalty are key to helping clients survive in the competitive technology market. In addition, Sykes Enterprises offers custom designing of software and general customer relationship management consulting. The company ’s international operations also include a distribution and fulfillment service in Europe, encompassing such services as multilingual sales order processing, inventory storage, product delivery, and returns handling.īesides offering support to the buyers of a company ’s product, Sykes Enterprises ’ technical support centers also help the company ’s own employees utilize technology adeptly. Many of Sykes Enterprises ’ clients market their products globally, and in order to provide comprehensive services the company has opened multilingual call centers worldwide, in countries as diverse as Costa Rica, South Africa, Sweden, and the Philippines. For example, calls to a software firm ’s technical support line can be routed directly to a technically savvy telephone agent at one of Sykes Enterprises ’ call centers in small towns across the nation. The company ’s call centers operate as a transparent extension of the client company. Sykes Enterprises offers its clients, mainly large hardware and software manufacturers or telecommunications firms, the opportunity to outsource customer support. In practical terms, CRM translates into 41 Sykes technical support call centers worldwide. revolve around the concept of “customer relationship management, ” or CRM. NAIC: 541512 Computer Systems Design Services 811212 Computer and Office Machine Repair and Maintenance
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