By Ivan Moore, COO, Jolt Consulting Group
How can capital equipment manufacturers improve upon elevated first-time fixes while providing excellent customer service and an enhanced customer experience?
Once a product is sold and installed at a customer’s location, the equipment manufacturer often has limited visibility into the condition of its product at the facility. So how does a manufacturing company provide added value for those products that are out of sight? That’s a challenge that capital equipment manufacturers (CEMs) face, since their products may remain unnoticed until the customer reports a problem. Working toward service excellence and providing an elevated customer service experience can make a significant difference.