“(It’s) No longer about a technical conversation. Many broadcasters let their engineers go, so Sony needed to sell into companies that did not have in-house expertise. “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.”īeside their IT challenge, Sony also had a business challenge they needed to overcome. Yet, their previous system was very customized and was not designed to handle intricate products and accounts, which is what their customers needed. If their customer’s Sony product were to break, Sony would step in and fix it.
It was great for one customer with one product. Sony’s previous service system worked well for a one to one interaction.
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