A new customer support centre, known as the CSC at Gough Cat’s Christchurch headquarters has been steadily developing since first going live in May last year.
“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 Gough Cat executive general manager Chris 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.”
Centralised parts ordering is also available as another new service, so when branches are busy or unavailable, we can manage parts identification and ordering inside the CSC – just as if it were taking place in the branch. Parts tracking is another service the CSC provides.
Customer enquiries are resolved in the shortest time possible, thanks to urgent breakdown alerts and a state of the art system for managing and following up any outstanding enquiries, says Gough.
“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,” says Chris Heaton.
Outbound services provided by our Inside Sales Representatives also assist with customer parts, service and equipment purchase decisions.
The team is managing most requests with ease, says Chris, thanks to being customer-centered and having great technology to back them up.
“The CSC supports the Gough Group’s purpose, to keep industry moving, and adds value to the customer experience.
“Making things easy for our customers is our big focus, so it’s really exciting to see the CSC doing a great job of this every single day and we look forward to what this new year holds,” says Chris.