Customer Support Re-Organization

Customer Support

By Todd Campau
April 7, 2015
Purchase and product delivery are two of the initial steps of customer interaction, but they’re only parts of the whole customer relationship management cycle. Providing information customers actually want and building brand loyalty are also important tenets.
World class customer support is the hallmark of a great company and we at Tolteq Group, LLC, (Tolteq) strive to provide the best around the clock support possible. To that end we recently re-organized our Product Support group to better address the needs of our customers.

In traditional companies, any service rep might handle a customer issue. How many times have you called about the same problem, only to find you had to explain your situation to the new service rep each time? Our goal is that you never have that experience with Tolteq.

product-support-webAccount Managers Jeff Brown and Jon Weatherly have experienced, dedicated specialists who will manage and resolve your challenges. Grant Caskey and Patrick Mendez are the go-to guys for Jeff Brown’s Houston-based customers, while Chris Boswell and Kyle Blauvelt support Jon Weatherly’s customers in the rest of the US and Canada. Normal office hours are 8am – 5pm CST Monday – Friday, but there is always a Field Applications Engineer (FAE) on call after hours for critical support issues. Whether during or after office hours, there is one number to call – 512.220.1614.

Each of our FAEs are committed to quickly tackling and solving the problems our customers’ experience. They are supported by a cadre of electrical, mechanical, software/firmware engineers, product testers and repair technicians fully vested in your success. By reorganizing into two teams Chris, Grant, Patrick and Kyle will develop historical knowledge of customer’s needs and with that understanding, be able to address your problems in a timelier manner. Efficiently addressing customer requirements should result in less down time and thus more cost savings.

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