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OpenMethods Hires Joe Testa to Lead New Customer Success Team

LOS ANGELES | November. 15, 2017

OpenMethods is pleased to announce its recent hire of Joe Testa, who will join the OpenMethods team as Senior Vice President of Customer Success.  In this role, Joe will ensure OpenMethods’ clients drive the most value out of implementing Harmony and PopFlow in their contact centers.

“I was attracted by the company’s cutting-edge technology, world-class team, and the commitment Gerrit has in enabling transformative improvements in contact centers,” Joe said. “I believe that contact centers are in the middle of a customer experience revolution, and while the growing complexity of interaction channels, knowledge and data can seem overwhelming, OpenMethods has the innovative solutions to quickly personalize and streamline customer experiences, and bring clarity to the chaos.”

Joe comes to OpenMethods with over 20 years of experience working with and for some of the top Omnichannel Brands in the US. Having most recently served as Vice President, Omnichannel Customer Experience for Academy Sports +Outdoors (a $5B US retailer) where he had responsibility for building world class customer journeys. He founded Academy’s Customer Service Department, and developed an award-winning organization, while growing the team to 500 employees. The department has been recognized by JD Power as tops in customer satisfaction, Oracle for Excellence in contact centers, and has personally been recognized by Oracle with their Chairman’s Award for his team’s innovations and excellence.  Joe has also been a contributing member of the Oracle Customer Service Cloud Executive Customer Advisory Board. He’s a respected voice in the CX space and has been a multi-year presenter at both Modern Service Experience and Oracle Open World. Joe is also a CIAC certified Strategic Leader (CCSL) by the International Customer Management Institute. Joe previously held key strategic leadership roles with GSI Commerce, Accretive Commerce and Teletech Holdings, where he worked with over 40 IR Top 500 Brands to develop leading customer service programs.

“We are ecstatic to have Joe onboard to lead Customer Success for OpenMethods”, said Gerrit Lydecker, CEO of OpenMethods. “Given how innovative our solutions are, it takes someone of Joe’s caliber and experience to collaborate with our clients in creating the optimal roadmap to realize the potential of Harmony and PopFlow in their contact centers.”

For more information about OpenMethods and the newly released features please contact Joe Newsum at 816-283-8965 ext. 118.

One queue to rule them all.

One queue to rule them all.

Customer expectations are simple: know me, know your stuff, don’t make me repeat myself. Harmony helps your brand fulfill these expectations (and more!) by providing agents with a single desktop view of all interactions across all communication channels.

 
Download the Harmony onepager to learn about:
•Unifying chat, voice, and digital interactions into a universal composite queue
•Managing interactions from a single agent desktop
•Transitioning interaction context across communication channels

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Reducing frustrations one PopFlow at a time.

Reducing frustrations one PopFlow at a time.

How many applications do your agents use on a daily basis? What if we told you we could streamline your third party applications into automated workflows? And what if we also told you that those workflows would package all the interaction-specific information for your agents? This may seem daunting to other CX solutions, but it’s the force that fuels us at OpenMethods.

 
Download the PopFlow onepager to learn about:
•Automating repeatable tasks for increased agent efficiency and decreased customer effort
•Eliminating the abundance of third-party applications so agents work directly out of a single workspace
•Increasing agent satisfaction and customer satisfaction

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Solution for companies with too much software.

Curious to learn how OpenMethods Experience Cloud has spent the last decade helping companies maximize operational efficiency? Our solution helps unify your disparate third party applications into streamlined workflows, and creates a universal composite queue out of your CRM interaction channels. Maximize the investment of your initial tech stack and gain additional ROI with our powerful solution suite.

 
Download the OpenMethods onepager to learn about:
•Challenges call centers without OpenMethods face
•Providing your customers with context-specific interactions
•Empowering agents with automated workflows and an integrated CRM
•Improvements in agent effort, customer satisfaction, and overall ROI

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Building a Streamlined and Secured Experience.

Building a Streamlined and Secured Experience.

Your data is sensitive. As it moves between client and server-side applications, it becomes vulnerable to data leaks and attacks. OpenMethods’ AppConnector reduces this risk by creating a single, secure CRM user view - whether you use two or two hundred applications.

 
Download the AppConnector onepager and learn about:
•Protecting the CRM user from malicious attacks and bad actors
•Securing the integration of your third party applications
•Patent-pending server-side authentication of AppConnector

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