Interland taps Richard Pitrolo, a veteran customer service and operations
executive, to lead company’s expanding customer service offerings
ATLANTA (December 4, 2003) – Interland (Nasdaq: INLD), a leading provider of Web
hosting and online services for small and medium-sized businesses, today
announced that Richard Pitrolo has joined the company as vice president of
customer service delivery. Pitrolo will oversee the multi-million dollar
commitment Interland has earmarked for customer satisfaction initiatives over
the next 12 months.
Pitrolo, a 15-year technology veteran, was most recently vice president of
operations for Stream International, a global leader in outsourced technical and
customer support services. In that role he had direct responsibility for nine
North American call centers with approximately 7,000 employees. His management
areas included quality, training, forecasting/operations planning and process
“The creation of a customer service delivery executive position is critical to
our business strategy,” said Joel Kocher, Interland’s chairman and chief
executive officer. “Executing on our vision, Interland has developed
industry-leading hosting solutions and online services for small businesses. We
intend to complement those solutions with an equally powerful customer service
organization. Rich has a proven track record in this area and he is committed to
providing our customers with the highest quality support available in the
Over the past quarter Interland has taken a number of steps to strengthen its
focus on customer service excellence. In addition to the hiring of Pitrolo,
Ãƒâ€šÃ‚Â· Created Technical Account Managers (TAMs), a dedicated group of technically
specialized individuals empowered to quickly resolve customer issues as a team.
Responsible for the post-sale technical relationship with high-value clients,
the TAM program is now handling relationships with more than 1,000 Interland
Ãƒâ€šÃ‚Â· Built two training labs equipped to simulate customer scenarios and develop
advanced customer service and technical skills. The recently retooled customer
service orientation curriculum now includes 112 hours of lab/classroom work and
up to 360 hours of incubation under the oversight of interim managers trained to
coach and develop agents.
Ãƒâ€šÃ‚Â· Launched significant enhancements to iPACT (Interland’s Partner Advantage
Centralized Tools), to ensure partners have the resources needed to manage and
market their hosting business. Resellers now have access to online support and
billing, e-mail marketing services, branded and unbranded product collateral
sheets and presentations, product training, online ordering and quote
configuration, as well as information and tools to help manage accounts.
“Interland is serous about customer service, and that is why I decided to join
the company,” said Pitrolo. “I’m excited because our plans to expand and unify
Interland’s business systems, create customer advisory boards and increase
technology training for agents will greatly benefit our customers. These
improvements will help Interland ensure that every customer connection we have
is a positive one.”
Pitrolo has held numerous senior executive management positions. Prior to Stream
International, he served as director of operations and support at Inacom Corp.
Before that, Pitrolo was president and general manger of PC Technology Services,
a subsidiary of Gateway 2000. In addition, he held senior service delivery
positions at Gateway 2000.
Pitrolo earned a bachelor’s degree in operations management from the University
of Central Oklahoma.
Interland, Inc. (Nasdaq: INLD) is a leading Web hosting and online services
company dedicated to helping small and medium businesses achieve success by
providing the knowledge, services and tools to build, manage and promote
businesses online. Interland offers a wide selection of online services,
including standardized Web hosting, e-commerce, application hosting, and Web
site development, marketing and optimization tools. For more information about
Interland, please visit