SYRACUSE, N.Y. — Industrial laundry equipment manufacturer G.A. Braun recently installed a new call-management software system to establish new levels of customer service through its Service Support Help Desk.
“Our goal is to improve customer response time, increase customer satisfaction and improve communication both internally and externally,” says David Clark, Braun’s vice president of after-market operations. “This is a resolution system—a question-and-answer process solution.”
While the new TASKE Contact software system installed by local contractor ITS Internal Telecommunications Systems is seamless to Braun customers, it enables Braun’s service support technicians to gather crucial data, including call history—even before answering the call—through an advanced caller-ID system and live customer-history database.
“Each of our support technicians has the ability to see the calls in process, those that are waiting, the history of calls throughout the day, which of our technicians is on the phone and which are available,” Clark explains. “We have the ability to track routed calls and see calls that may have been abandoned, so we can proactively contact the customer and follow up to make sure help is available.”
Ultimately, the new system will allow the company to offer parts ordering on the same call.
Braun offers customers access to free 24/7 telephone technical support for the life of the equipment.
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