SOURCE: Sparkcentral, Inc.

Sparkcentral, Inc.

January 13, 2016 10:00 ET

Sparkcentral Welcomes Jerry Fletcher as Vice President of Customer Success

Award-Winning Customer Experience Leader at Delta Air Lines Joins the Sparkcentral Team to Help Customers Achieve Their Business Goals

SAN FRANCISCO, CA--(Marketwired - January 13, 2016) - Sparkcentral , the leading enterprise customer engagement platform for real-time customer service, announced that Jerry Fletcher will join Sparkcentral as the vice president of customer success.

Today's existing CRM software is antiquated, complicated and not designed to integrate seamlessly with newer communication channels like social media, messaging and mobile. As Sparkcentral takes the lead to modernize CRM software, Fletcher's customer success experience will be integral in driving the advancement of the platform. Fletcher will be responsible for customer satisfaction, product adoption and supporting an even greater client base to join the likes of T-Mobile, Uber and Netflix.

"As a previous user and implementer of Sparkcentral at Delta Air Lines, I have seen -- first hand -- the impact Sparkcentral can have on a company. Their vision and obsession with delivering a customer-centric experience is contagious and I couldn't imagine not being a part of their growth," said Fletcher. "I am looking forward to being a part of the Sparkcentral team and being on the frontlines to help other companies realize the impact of excellent customer service."

Fletcher was an "Agent of Change" at Delta where he helped create the award-winning social customer service program, which paved the way for social customer service for the airline industry and other industries to follow. During that time he implemented Sparkcentral as a solution to manage customer interactions. He started his career in customer service for Delta and progressed in various project management and leadership roles including managing social customer service and running the digital support programs for Web, mobile apps, chat, email and social media. Fletcher truly understands the evolving needs of consumers and what it means for a company to provide great customer service. He also has experienced the pain points companies face with siloed point solutions and can provide insight into how to improve their processes.

"Fletcher's knowledge of running a high-volume social customer care team and first-hand experience of Sparkcentral will be imperative in this role. He will help us set up a "next generation" customer success organization that specifically caters to the enterprise needs of our customers, says Davy Kestens, CEO of Sparkcentral. "We are excited to welcome him to the Sparkcentral family and I am confident that he will make a positive and important impact on the success, strategy and overall customer experience of our company."

About Sparkcentral

In an era of empowered, hyperconnected customers, Sparkcentral is the only CRM platform for enterprises that unifies social, mobile, cloud and contextual data to proactively deliver personalized and engaging customer experiences. Customer service teams use our software to efficiently handle large amounts of customer inquiries in a fast and structured manner. Sparkcentral's client roster includes Delta Air Lines, Netflix, Discover Financial, Uber, Western Union and T-Mobile. For more information, visit

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