Gough Cat opens new Customer Support Centre
GOUGH CAT’S NEW NATIONAL CUSTOMER SUPPORT CENTRE IN Christchurch is now fully up and running.
Known as the CSC, it’s located at Gough Cat’s Christchurch headquarters and has been steadily developing since first going live last year.
The CSC reflects Gough Cat’s ongoing commitment to industry, leading to great feedback on the centre’s success, says Gough Cat Executive General Manager, Chris Heaton.
Specialist teams respond to customer enquiries across every channel; phone, email, web and chat.
“From our frontline support agents to subject matter experts in parts, sales and technical services – the team’s all totally committed and resourced to resolve customer enquiries,” says Mr Heaton.
“Providing centralised technical advice and solutions to external customers is a real game changer for us as a business, we love helping our customers resolve and troubleshoot problems over the phone or by email before a field technician is required.
“The technical communicators are all trained and experienced former Heavy Diesel Technicians and their wealth of experience helps our customers troubleshoot technical issues or provides them with specs and data that would otherwise be difficult to source.”
The CSC team creates service and parts requests for customers, gathers equipment information and often uses telematics data from the field to understand the full picture, even if customers can’t provide many details. The service also includes centralised parts ordering, just as if it were taking place in a branch. Parts tracking is another service the CSC provides.
A state-of-the-art system for managing and following up any outstanding enquiries ensures customer enquiries are resolved in the shortest time possible.
“We’re answering more calls than ever before and have also increased our ‘first call resolution,’ which means customers have issues resolved faster and with less transfers,” adds Mr Heaton.
Outbound services provided by Gough’s Inside Sales Representatives also assist with customer parts, service and equipment purchase decisions. And insights derived from data are also helping prioritise its resources and develop new services and solutions to meet customer needs.