Interland taps Richard Pitrolo, a veteran customer service and operations executive, to lead company's expanding customer service offerings
ATLANTA (December 4, 2003) ¾ Interland (Nasdaq: INLD), a leading provider of Web hosting and online services for small and medium-sized businesses, today announced that Richard Pitrolo has joined the company as vice president of customer service delivery. Pitrolo will oversee the multi-million dollar commitment Interland has earmarked for customer satisfaction initiatives over the next 12 months.
Pitrolo, a 15-year technology veteran, was most recently vice president of operations for Stream International, a global leader in outsourced technical and customer support services. In that role he had direct responsibility for nine North American call centers with approximately 7,000 employees. His management areas included quality, training, forecasting/operations planning and process design.
"The creation of a customer service delivery executive position is critical to our business strategy," said Joel Kocher, Interland's chairman and chief executive officer. "Executing on our vision, Interland has developed industry-leading hosting solutions and online services for small businesses. We intend to complement those solutions with an equally powerful customer service organization. Rich has a proven track record in this area and he is committed to providing our customers with the highest quality support available in the industry."
Over the past quarter Interland has taken a number of steps to strengthen its focus on customer service excellence. In addition to the hiring of Pitrolo, Interland:
* Created Technical Account Managers (TAMs), a dedicated group of technically specialized individuals empowered to quickly resolve customer issues as a team. Responsible for the post-sale technical relationship with high-value clients, the TAM program is now handling relationships with more than 1,000 Interland customers.
* Built two training labs equipped to simulate customer scenarios and develop advanced customer service and technical skills. The recently retooled customer service orientation curriculum now includes 112 hours of lab/classroom work and up to 360 hours of incubation under the oversight of interim managers trained to coach and develop agents.
* Launched significant enhancements to iPACT (Interland's Partner Advantage Centralized Tools), to ensure partners have the resources needed to manage and market their hosting business. Resellers now have access to online support and billing, e-mail marketing services, branded and unbranded product collateral sheets and presentations, product training, online ordering and quote configuration, as well as information and tools to help manage accounts.
"Interland is serous about customer service, and that is why I decided to join the company," said Pitrolo. "I'm excited because our plans to expand and unify Interland's business systems, create customer advisory boards and increase technology training for agents will greatly benefit our customers. These improvements will help Interland ensure that every customer connection we have is a positive one."
Pitrolo has held numerous senior executive management positions. Prior to Stream International, he served as director of operations and support at Inacom Corp. Before that, Pitrolo was president and general manger of PC Technology Services, a subsidiary of Gateway 2000. In addition, he held senior service delivery positions at Gateway 2000.
Pitrolo earned a bachelor's degree in operations management from the University of Central Oklahoma.
Interland, Inc. (Nasdaq: INLD) is a leading Web hosting and online services company dedicated to helping small and medium businesses achieve success by providing the knowledge, services and tools to build, manage and promote businesses online. Interland offers a wide selection of online services, including standardized Web hosting, e-commerce, application hosting, and Web site development, marketing and optimization tools. For more information about Interland, please visit www.interland.com.
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