At CCC, as hard as we work to provide best-in-class products, we work just as hard to provide top-notch customer experience.
“Our award-winning customer service team relies heavily on customer feedback and quantitative data to ensure we are consistently providing a world-class experience for our clients and partners.”
Tracey Armstrong, President and CEO, CCC
CCC was named a Bronze Stevie® Award winner for Customer Service Department of the Year in the 22nd annual American Business Awards® earlier in 2024.
Recently, we sat down with Tom Ogier, Senior Director, Client Engagement and Solutions, and asked him about his background and experience, as well as the values CCC places on responding quickly and effectively to customer requests and inquiries.
Provide some background on yourself – how long have you worked at CCC? Where were you previously? What’s your role at CCC? Fun fact about yourself?
I’ve been with CCC since October 2009. Before CCC, I worked for a research firm called TowerGroup (now owned by Gartner) as the Director of Sales Operations and Customer Service. Currently I hold the position of Senior Director, Client Engagement and Solutions, and I have the responsibility of leading our global support teams. Since 2009, my group has expanded into six new countries. In addition, we have launched alternative customer support channels such as live chat and the CCC Knowledge Center. I was also responsible for the development of a sophisticated analytics suite to enable data-driven decisions to improve capacity and address customer needs.
I have two daughters —and being their Dad is where most of my focus is —but, when time permits, since I hold a private pilot’s license, I like to grab a few moments and buzz around the local skies.
What does good customer service mean to you?
Good customer service should not only be pleasant to interact with, it should also be simple and effortless. An effective support representative should intuitively understand customers’ challenges and offer useful suggestions that not only solve problems but enhance value.
What’s one of your favorite things about working at CCC?
That’s an easy one: Working with the customer service team. They are my second family. So many different personalities and characters make my job interesting and fun. Every day something novel and interesting happens in Customer Service and seeing how the team manages through the different situations assures me that I am working with a great group of professionals. It’s such an honor to work with them.
