BPM Microsystems Launches “Customer Care” Department with New Leadership
BPM Microsystems Launches “Customer Care” Department with New Leadership
BPM Microsystems, the global leader in automated programming systems, announces the creation of the Customer Care Department, combining Sales Operations (Inside Sales), Technical Support, Field Services, and Customer Service. “The more we looked at the different departments, the more it made sense,” says Penny Santhanam, Director of Customer Care. “Customer Care connects our customers to what they need; this can be a simple socket solution or a customer issue.”
The Vision Statement for Customer Care is:
“We cannot promise that hardware won’t break, that software won’t fail, or that we will always be perfect. What we can promise is that if something goes wrong, we will listen, take action, and go the extra mile every day to amaze you.”
Penny Santhanam joined the leadership team at BPM Microsystems in 2017 as the Employee Relations and Development Director. As the Customer Care Director, she leads the team in developing synergy throughout the customer experience, including all quotations, order management and resolution of customer issues for any related Issue, technical support, field services or sales-related questions.
Penny Santhanam is a proven and successful leader with over 20 years of distinguished experience in Business Development, Corporate Talent Acquisition, and Employee Engagement, in addition to a broad range of experience across several industries, from Corporate Retail, Automotive Engineering and Healthcare. She is an innovative and operations-focused business leader with the ability to translate vision into actions that improve performance, profitability, growth, and employee engagement. Since taking leadership of Sales Operations earlier this year, BPM has experienced records in productivity and profitability, while growing the Net Promoter Score (NPS) above 95% (up from 62%) in just 5 months. NPS measures a customer’s overall brand perception and is an excellent predictor of growth.
Penny is the proud mom of three young men, two of whom currently attend Texas A&M University. Her eldest is a senior in Industrial Distribution Engineering and interned at BPM this summer in Device Support.
James Cawkell, Global Sales Director with the Adaptsys Group in the UK stopped by the BPM Microsystem’s offices today on his way to the SemiCon West Trade Show. James has worked with BPM for over 15 years. He spent the morning golfing with some folks from BPM in a classic July 4th battle of the UK vs. the US (3 against 1 best ball– almost fair). In the afternoon, James spent time with several departments to discuss opportunities in Europe. James will be at SemiCon West on July 9 thru 11, 2019 at the Moscone Center in San Francisco. If you’re at the show, be sure to stop by booth 5472.