Streamlining the Service Repair Experience
For example, AON has an "escalation team" authorized to make special requests to accommodate a consumer who has had a problem with his or her repair experience. "We bend over backwards to accommodate them," Swenson says. "They are our partner's customer. They are our customer. And we're going to make darn sure they have a great experience."
Service Net has a "service enhancement team" that Howze says is "fully empowered to help source parts and assist the service providers and update the end users of the status of the repair." The team is a "proactive liaison" among the manufacturer, service provider, dealer and customer, he says.