Hilary Oliver promoted to CCO to drive Tollring’s strategy
Hilary Oliver has been appointed Chief Customer Officer (CCO) at Tollring, a move aimed at driving the company's customer success strategy. Previously holding the role of Chief Marketing and Experience Officer, Oliver will now expand her responsibilities to include not only existing customer revenues but also ensuring consistency in customer experience, satisfaction, and retention as integral components of Tollring's overall business strategy.
Joining Tollring in 2012, Oliver has consistently held customer-centric roles, maintaining a keen focus on both current and future customer needs. In 2016, she was promoted to the company's board as Marketing Director, where she accelerated Tollring's marketing strategy and partner programmes. This prior role encompassed a wide array of duties, including internal and external communications, product user experience, and user acceptance testing.
"Everyone who buys or sells our suite of software is a valued customer, and we strive to ensure that their experience in working with Tollring and using our products is excellent from the outset. By ensuring that we are a pleasure to do business with, we will nurture and extend their business with us," Oliver stated.
Over recent years, customer expectations toward technology have evolved markedly. Oliver noted, "Everyone now assumes that all software applications will simply open in a window and work. To deliver on this expectation, we have had to study and understand every customer journey, analysing for ease of use and consistency in experience, no matter where our software is accessed or how it is purchased." Achieving this level of customer experience depends heavily on having high-quality products, underpinned by Tollring's commitment to ISO standards, specifically ISO 9001 Quality Management and ISO 27001 International Information Security.
Oliver outlined the core elements of the customer success strategy: "Our customer success strategy focuses on customer retention, spotting opportunity, lowering cost of acquisition, and driving consistency in engagement throughout all our routes to market. We also look to maximise market opportunities, such as Microsoft's marketplaces, to provide more choice to customers and partners, helping them to deliver and use exceptional products that are intuitive and require little training."
In a statement from Tony Martino, CEO of Tollring, he said, "Hilary has been instrumental in ensuring that every aspect of our corporate culture, from the top down, is focused on the customer. Her expanded role will further enhance our relationships with customers across all our touchpoints and ensure our people are united in striving for excellence."
Tollring has a significant global footprint, delivering analytics and recording products across various markets with over 30 years of communications expertise. The company aims to match its technical excellence with customer experience that meets each customer's needs and expectations. Tollring's solutions are developed in-house and distributed via an extensive channel partner network, serving over 31,000 businesses globally.
Tollring operates in the UK, the USA, India, and Australia, specialising in business communications analytics, call recording solutions, telecoms expense management, and fraud management systems. The company holds certifications in quality standards ISO 9001 and ISO/IEC 27001 for Information Security Management and is a Microsoft Gold Partner in several categories, including application integration, data analytics, and cloud platforms.
