Schwing America’s new Call Center at their White Bear, MN, headquarters has a new system of fielding incoming service and parts telephone inquiries which results in more efficient handling of customer calls.
"The system is based on case-based learning applications," explains Tony Haider, division director aftermarket sales for Schwing, "Customer concrete pump files going back more than eight years are scanned into our system and instantaneously available at each work station."
Call Center customer service representatives are considered Level One staffers who resolve the majority of service questions, parts orders and other issues of the original caller. Level Two and Level Three personnel representing service techs, parts specialists and engineers in White Bear and Germany are available to answer in-depth questions.
Customers can access the Schwing Call Center by calling 1-888-SCHWING Monday through Friday from 6:00 a.m. to 6:00 p.m. Central Standard Time or by calling 1-888-292-0262 after hours. "Employees will come in evenings and weekends if a parts request is urgent and ship it same day, and if the part needs to be air freighted on a Saturday, we will do it," Haider noted.