Customer Care Journey
Why have a Customer Care Journey? So your installation has accountability and predictability, and, therefore, your satisfaction.
It’s our strict, six-step methodology that ensures good results for every customer’s business and their process needs:
- Propose: project planning
- Design: solution architecture
- Build
- Test
- Install
- Support: for hardware and software
Underpinning it all is communication. Communication with the customer. Communication between everyone putting together your project.
Our Methodology
Our methodology makes sure parts are where they should be throughout the whole project: from how equipment is received in-house, to how it’s put in for quality control, to how it’s shipped to the customer, and finally to how it’s installed.
Once the sales engineers take an order, they formally hand over all technical and commercial information to the project management and installation teams. These teams then review the proposed solution to ensure it will meet all of the customer’s expectations.
It works like this:
- Our Service Administrators conduct regular customer calls and audits to gain feedback about equipment functionality.
- Our Customer Service Engineers regularly audit equipment to identify its condition; they service and clean the machine each visit.
- Our National Customer Service Manager gives you a report detailing what we did when we visited and the condition of your machine.
- Our Technical Support Engineer conducts a site audit, then gives you Planned Maintenance Program (PMP) recommendation.
Dedicated Project Manager
Above all of that, our project-management protocol has a dedicated project engineer for each and every project. This single person takes ownership of the whole process. So you, the customer, don’t need to chase different people. Project managers keep their customers updated at every stage, so the customer knows exactly what stage the project is at, from planning (the first part of stage 1) through to the last step of support.
Our Customer Care Journey is a rigorous process, developed over time. Because we strive for perfection, we’re continually looking to improve it.