Profile: New customer support centre for Gough Cat


Gough Cat’s new national customer support centre in Christchurch started the new year fully up and running

The centre, known as the CSC and located at the company’s headquarters, has been steadily developing since going live in May last year. 

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The new centre reflects Gough Cat’s ongoing commitment to industry

It reflects the firm’s ongoing commitment to industry, and there’s been great feedback on its operations, says Gough Cat executive general manager Chris Heaton.

Several specialist teams are available to respond to customer enquiries across every channel – phone, email, web and chat.

"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 Chris.

"Providing centralised technical advice and solutions to 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 with technical issues or provides them with specs and data that would otherwise be difficult to source."

The CSC team handles service and parts requests for customers, gathers equipment information and often uses telematics data from the field to understand the full picture, even if the clients can’t provide many details.

Centralised parts ordering is also available as another new service, so when branches are busy or unavailable, parts identification and ordering can by done by the CSC—just as if this 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 issues.

"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 fewer transfers," says Chris.

Outbound services provided by our inside sales representatives also assist with customer parts, service and equipment purchase decisions.

"Insights derived from data are also helping us to prioritise our resources and develop new services and solutions to meet customer needs," says Chris.

"The team are managing most requests with ease, thanks to being customer-centred and having great technology to back them up. The CSC supports the Gough Group’s purpose, which is 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."

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