Morven Rapley

Developed and promoted service business growth across 7 Global Business Lines through market analysis and implementation of digital field service tools. Supported local service teams by managing data and providing training to enhance operational effectiveness and led initiatives to improve data quality and customer engagement through effective portal management.

Responsibilities

• Global Installed Base Manager
• Data Quality Management
• Customer Portal Ownership
• Regional Leadership & Coordination
• Master Data & Product Tree Ownership

Key Achievements

• Global Data Quality Improvements
• Installed Base Improvements
• Customer Value Enablement
• Market Analysis & Installed Base as a Strategic Assets
  
  

HUB Installed Base Manager for Northern European Market role was to grow Process Industries service business across the Northern European Hub countries through internal training, promotion of digital service offerings, improvement processes, internal collaboration projects and improving customer service.

I was responsible for all installed base management topics including training, reporting, master data management and Customer Portal support and account creation.
Responsibilities

• Data Quality Management within the HUB
• Customer Portal Ownership
• Regional Leadership & Coordination
• Stakeholder Coordination & Training
  Key Achievements
• Regional Data Quality Improvements
• Installed Base Structural Stabilization
• Increased Customer Portal Adoption and Trust
• Harmonization of Business Tools
• Market Analysis & IB as Strategic Assets
• Set up HUB Collaboration Calls
• Built Foundation for Global Installed Base Leadership
• Enablement of Market Analysis and Regional Planning

Responsible for managing and training in relation to all Installed Base and ABB Customer Portal requirements, supporting all divisions and business units within UK and Ireland.

• Facilitated staff training, resulting in better customer service.
• Engaged in business development initiatives across EU and Globally relating to market transparency and service growth.
• Collaborated with stakeholders to ensure comprehensive portfolio and clear business objectives.

Worked as part of a busy team handling complex customer inquiries, resolving any issues promptly and efficiently, liasing with ABB feeder factories, external vendors and other ABB departments.
Within this role I developed a broad knowledge of the ABB product portfolio and learned to work under pressure, meet tight deadlines, share knowledge and work as a team and unaided on individual projects.