Customer Success Key Focus for 2018 and Beyond
New Year’s resolutions: We all make them, but at ROUSH CleanTech we stay focused until the promise is fulfilled.
We have a growing base of more than 1,000 customers and 18,000 units on the road. We are committed to further enhance the experience that our customers have during the lifecycle of their fleet. Like us, many of today’s leading products companies are investing heavily in developing a long-term relationship with their customers.
One of my favorite quotes related to the customer experience comes from Kevin Stirtz. He said, “Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
This is one of our core beliefs and is the driving reason behind the creation of our Customer Success initiative in 2017. We invested heavily in people, process and technology, and below are some of the outputs of this investment:
1. Dedicated Technical and Customer Support Agents. Our dedicated call center staff is consistently answering 95 percent or more of all incoming calls to our support line. Our growing team of customer and technical support agents are tasked with answering the phone every time you call us, and making sure to resolve any issues in a timely manner.
2. Regional Field Service Engineers. We rolled out four newly defined territories for a team of regional field service engineers. This team will play a critical role in the success of our service network, using a proactive approach to maintain and develop service centers. These engineers will provide on-site training and support to our customers with technical service.
3. New Support E-mail. We’ve created a new e-mail address that automatically notifies our Customer Support team when an inquiry comes in. If you have any technical issues or questions, please e-mail firstname.lastname@example.org.
In 2018, we will continue our investment to enhance your ownership experience. If you’d like to know more or have ideas on how we can further improve your experience, please contact me at 800.59.ROUSH.
Cheers to the New Year and to making — and maintaining — our resolutions!