MILPITAS, Calif., May 19, 2014 – SanDisk Corporation (NASDAQ: SNDK), a global leader in flash storage solutions, today announced that it has been named a Gold winner of the 2014 Gartner & 1to1 Media CRM Excellence Award for its overall excellence in enhancing customer experience and taking a customer-centric approach to improving business performance.
"People and businesses around the world trust SanDisk products with their most valuable information,” said Urvashi Sheth, senior director, global customer support, SanDisk. “Providing world-class customer service is central to establishing and maintaining that trust, and this award is a testament to our team’s work for making it a reality.”
With the advancement of today’s technology, customers expect and highly value efficient service and personalized cross-channel engagement. To meet the needs of a rapidly expanding global customer base, SanDisk integrated its existing customer service channels like Knowledge Base, Live Chat, and Social Media Monitoring within the company’s CRM. SanDisk also expanded to new channels, such as chat and SMS, to improve visibility and enhance the overall customer experience. As a result, SanDisk increased average retail customer satisfaction scores from 89 percent to 94.5 percent and improved engagement by 17 percent year over year.
“The 2014 winners demonstrate how, when organizations combine innovation and creativity with dedicated processes and enterprise-wide commitment, they realize tangible results around their customer experience efforts,” said Mila D’Antonio, editor-in-chief of 1to1 Media. “This year’s winners truly showcase how having thoughtful, collaborative customer experience strategies pay off.”
Now in its 10th year, the Gartner & 1to1 Media CRM Excellence Awards aim to establish a standard of excellence for customer-focused organizations. The awards honor those companies that provide value to customers and shareholders by effectively bringing together strategy, technology, and execution to deliver ideal customer experiences. 2014 marked the first year that awards were merged into one global program, making SanDisk one of only five Gold award winners and the sole recipient of the distinction in the Customer Service Optimization category.
The award was announced at the 2014 Gartner Customer 360 Summit during a special plenary session titled “Excellence in Action: A Discussion with the Gartner & 1to1 Media CRM Excellence Award Winners.” Winners were selected by The Board of CRM Excellence, a panel of judges comprised of Gartner Analysts, 1to1 Media Editors, industry professionals, and past award winners.
SanDisk Corporation (NASDAQ: SNDK), a Fortune 500 and S&P 500 company, is a global leader in flash storage solutions. For more than 25 years, SanDisk has expanded the possibilities of storage, providing trusted and innovative products that have transformed the electronics industry. Today, SanDisk’s quality, state-of-the-art solutions are at the heart of many of the world's largest data centers, and embedded in advanced smart phones, tablets and PCs. SanDisk’s consumer products are available at hundreds of thousands of retail stores worldwide. For more information, visit www.sandisk.com.
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. Gartner delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is a valuable partner in more than 14,000 distinct organizations. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA, and has 6,100 associates, including more than 1,460 research analysts and consultants, and clients in 85 countries. For more information, visit www.gartner.com.
1to1® Media is THE online destination for customer strategy resources to help organizations optimize their customer experience and realize the greatest value from their customers. 1to1 Media provides resources including in-depth articles, infographics, blogs, webinars, and whitepapers that help senior executives to drive change and make customer-based initiatives the centerpiece of their strategies.
1to1 Media's Weekly Digest delivers best practices, trends, and articles that highlight customer-focused initiatives to drive bottom-line impact. 1to1 Media’s annual awards programs, The Gartner & 1to1 Media CRM Excellence Awards and the 1to1 Media Customer Champions, highlight excellence among organizations and individuals that take a customer-centric approach to improving their business.
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© 2014 SanDisk Corporation. All rights reserved. SanDisk and the SanDisk logo are trademarks of SanDisk Corporation, registered in the United States and other countries. Other brand names mentioned herein are for identification purposes only and may be the trademarks of their respective holder(s).