November 21, 2018

Service Titan: The Future of Customer Service

A Smarter and More Efficient Way to Manage
As manager of the call center, there is never a dull day for Chrissy Kelly. Her job involves overseeing all of the operations in the department, meaning she must keep track of a lot of information. The call center team works together to handle all follow-up coordination, service agreements, booking calls, dispatching, and much more.

“Our highest priority is to take care of the customer, and we always aim to do that with empathy and understanding,” Chrissy revealed. To optimize the amount of time spent with each customer, it is essential that their operating system runs efficiently and reliably.

Luckily, the new software has gone above and beyond their needs. Chrissy explained, “before, I would have to do things manually, which was really time-consuming. Our new software takes most of the repetitive daily tasks off of our plate. Now, we can focus on more important things like helping the customers over the phone.”

So, What does this Mean for Customers?
“The biggest changes are the different ways we will be able to communicate with customers. Now, customers can choose to receive reminders about appointments through email or text. The new dispatching notification system also allows them to pull up a map and see the tech move along their route,” Chrissy explained.

The new system has the ability to evolve with time, providing different updates and potential add-on services for the future. In many ways, it is a reflection of the W.E. Brown family itself. As time passes, we consistently strive to raise the bar on customer service in innovative ways. The W.E. Brown family embraces change, but the reason behind it stands the test of time. For us, the customer always has and always will come first.

“Now, we can send notifications and invoices to the customer in the blink of an eye, and take method of payment over the phone. Our customers have responded to this change in the system very well.”

-Tana Coleman, Call Center

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