Upgraded ‘Hotline’ Drives Consistent Service Delivery

An eight person team of expert staff caters to the needs of both distributors and end users in the refinish sector, as well as industrial coats, light industrial coatings and protective marine coatings. According to Customer Service & Export Co-ordinator, Lorna Bower, it’s all aimed at streamlining the service customers receive.

“We’ve listened to customer feedback in order to improve the services we provide. Now, when a customer rings in, they get one system, one high level of service and one efficient process and that equals better service delivery. The new phone system is sophisticated enough to recognise where a call is coming from and connect it to the right team members. That means we have staff on different shifts so we can give long hours of coverage to customers in different time zones, whether they’re calling from New Zealand or right across Australia to WA.

“Two of our customer service team members specialise in technical support. They have lots of hands-on experience and they know the products inside and out – how they are mixed, applied, etc. They really do have a wealth of knowledge and I’d say 99% of the time they can answer technical questions straight away. If not, they’ll find the solution or even get the Territory Manager to visit the customer and give on-site support. A training and development program has also been introduced, including familiarisation sessions where the team gets to learn the ins and outs of any new products. The Customer Service Team is doing extremely well – we have a great crew of people on board and they’re working very hard to provide the most professional service possible.”


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