Q&A: Aligning Sales And Service To Create A Strong Customer Experience

By Sarah Nicastro, publisher/editor in chief, Field Technologies
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Publisher/Editor-In-Chief Sarah Nicastro talks one-on-one with Rich Clark of GOJO about the company’s sales and service integration.

A common trend we see in the field service space is companies truly shifting their perception of service from a cost center to a profit center. In that, there is a lot more focus right now being put on how to enable the service organization to truly maximize the potential that service has for the business.

For many companies, this dynamic has resulted in the need to adjust company mindset, processes, and areas of investment. GOJO is a privately held company and manufacturer of hygiene and skin care products, best known as the inventors of PURELL™ hand sanitizer. Until recently, GOJO relied on its extensive network of distributors and manufacturing representatives to help meet its customer service needs. In 2015, GOJO created a field-based service team to enhance and expand its customer support. Rich Clark, field operations vice president, leads GOJO field operations and discusses the organization’s focus on enabling its field service team to strengthen the organization’s customer relationships.