Alan Laurentano is a dynamic, highly accomplished Customer Service Leader with nearly 20 years’ experience as a Senior Leader of customer-centric service, technology and support operations leading improvement initiatives to achieve best-in-class customer experiences. His breadth of experience has made him an expert leader and coach with proven record of motivating high-performing teams to exceed both personal and organizational objectives while consistently increasing client satisfaction and long-term loyalty. When Laurentano joined Buildium in February 2012, his primary responsibility was to assess the company’s call center and ensure that customers were getting the support they need. He found that 31% of contacts came through service tickets, with an in-house reporting tool providing visibility into the customer, product, service issue and other metrics. Another 1% of contacts came through email, providing similar visibility. But the majority of customer contacts—68%—came by phone, and here the picture was less rosy. The company’s virtual PBX call center solution offered no visibility into who was calling, why they were calling, or how long they were waiting. In addition, the standard “round robin” call distribution meant that customers could not be routed by product or issues.