Company: Service Intelligence, Inc.
In 1990 I was ready for a change and wanted to settle down in a good place to raise kids. I left Washington, D.C. and moved to Seattle, Washington. I had just had my first child and I was ready for the next challenge. During my experience with the Department of Defense and Wellness Works I had learned how to architect scalable and highly engaging programs within communities impacting millions of people. In that time, I also learned that many large organizations were siloed and had challenges effectively sharing information internally across all departments and levels thereby hindering the desired business impacts. I became focused on creating a technology enabled solution that delivered actionable, comprehensive customer service metrics and analysis to the right people at the right time to boost brand alignment, customer experience and business goals. There was no solution at the time, so I founded and personally funded a company along with two other colleagues with deep expertise in customer experience management, market research/data analytics, and organizational development.
Service Intelligence Inc., was a multi-channel, technology enabled suite of seven branded products that provided actionable, easy to interpret customer experience metrics targeted to the end-user’s organizational role so that they could implement solutions and calibrate responses in real-time. Information was provided via a customized online dashboard to increase accessibility and use across the organization.
Service Intelligence uniquely engaged with the C-Suite of Fortune 500 companies across organizational departments including sales, marketing, operations, human resources, and finance who were seeking tools to manage rapid growth and complexity. Our clients included: Starbucks, Expedia, Bank of America, Starwood Hotels & Resorts, GE Capital, Office Depot, E-Trade, Verizon and Wells Fargo, to name a few. These companies trusted the deep understanding we brought of their organizational needs and goals to improve operational performance, customer engagement and satisfaction.
In 1998, after building and scaling the profitable business to over 45 employees, I sold the company to a group based in Atlanta backed by $5 million of funding by Austin Ventures. I stayed on with the company as a member of the Board of Directors and as the Chief Brand Officer. We moved our office headquarters to Atlanta, opened offices in New York and retained our Seattle offices for operations. Over the next three years the company raised another $15 million in subsequent fundraising rounds. Throughout my experience with Service Intelligence I gained real-time expertise in how to pivot and reposition within a rapidly changing tech environment. I sharpened my understanding of customer engagement, experience and behavior with a companies’ needs to create value and profitability.