Industry veteran to help world’s leading manufacturers increase financial performance and deliver superior customer experiences
ATLANTA, 14 Dec. 2017 – SyncronTM, the leading provider of cloud-based after-sales service solutions focused on empowering the world’s manufacturers to maximize product uptime and deliver exceptional customer experiences, today announced that David Reiling has been named its Chief Customer Officer (CCO). Reiling will lead the company’s global Customer Success organization, helping the most sophisticated after-sales service organizations increase financial performance and deliver superior customer experiences.
Manufacturers around the world are increasing their focus on after-sales service, or “the provision of parts, repair, maintenance and digital services for the equipment they sell.” The service organization provides a steadier stream of revenue and higher margins than the sales of new equipment. With average earnings before-interest-and-taxes (EBIT) margins for after-sales services at 25 percent – compared to 10 percent for new equipment – manufacturers are capitalizing on this significant opportunity to optimize service.[1] In his role, Reiling will work with existing Syncron customers to streamline and optimize their after-sales service operations to make the most out of this financial opportunity, while simultaneously delivering exceptional customer experiences.
“David not only brings a wealth of experience leading customer success organizations, but also a powerful vision,” said Anders Grudén, CEO of Syncron. “Customer success is at the core of Syncron’s culture, and David will play a key role as Syncron continues to help the world’s leading manufacturers be more successful in their after-sales service organizations. He is an established leader in the space and I am thrilled to have him join the Syncron leadership team as our newly appointed CCO.”
Based in Syncron’s Atlanta office, Reiling brings nearly 30 years of experience leading customer success organizations at leading SaaS companies. Prior to joining Syncron, Reiling was VP of Global Customer Success at Zuora and spent several years at PTC in various executive roles, helping establish the Service Lifecycle Management (SLM) business. He has also served as Executive Vice President for North Highland, where his prime responsibility was to run and grow the international business.
“Syncron and the industry it serves are at an exciting time,” Reiling said. “Manufacturers are at a crossroads, where they must innovate and optimize their after-sales service organizations to win, and Syncron is uniquely positioned to enable these large brands to do just that. The company’s commitment to customer success and satisfaction are key reasons Syncron, and its clients, will succeed.”
Reiling holds a Bachelor of Science in Mechanical Engineering from Louisiana State University, and a Masters in Mechanical Engineering from the University of South Carolina. He also has certifications from Harvard Law School’s Program on Negotiation and Harvard Business School’s Executive Education Program.
About Syncron
Syncron empowers the world’s leading manufacturers to maximize product uptime and deliver exceptional after-sales service experiences, while driving significant revenue and profit improvements. From industry leading investments in research and development, to providing the fastest time-to-value, Syncron’s award-winning, cloud-based service parts inventory, price, order and uptime management solutions are designed to continually exceed customer expectations. Top brands from around the world trust Syncron to transform their after-sales service operations into competitive differentiators. For more information, visit syncron.com.
[1] https://www.mckinsey.com/industries/advanced-electronics/our-insights/industrial-aftermarket-services-growing-the-core?cid=soc-web