Restructuring for Customer Success
Since the dealer meeting, we’ve been talking about how 2017 is the Year of the Customer, and the people, process and system investments we’re making to reflect that. The latest changes came this month, when we combined our technical and customer service teams into one. We’re calling it our Customer Success team.
Amongst the changes, and the most notable for you, our Blue Bird dealers, are:
Regional Field Service Engineers. We are officially rolling 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 in your markets. The engineers will provide on-site training and support to our collective customers with technical service.
The new territory map is below:
Technical and Customer Support Agents. With a dedicated call center staff, we’ve already improved our handle rate for incoming calls by more than 20 percent since August. Our growing customer and technical support agent staff are tasked with answering the phone every time you call us. This team will be opening cases with you over the phone so we can track the progress of your issue and make sure to resolve it in a timely manner.
The new structure allows us to improve our service to you and your customers as the alternative fuel school bus market continues to grow.
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 or customer related questions, please e-mail support@roushcleantech.com and we will get back to you immediately.
We have more changes coming, and will be eager to hear your feedback as things improve. Please let me know how we’re doing for you by emailing me at brian.carney@roush.com.
