In your organization, please provide the names and titles of up to 5 people who are directly responsible for the company’s performance in the chosen category.
What is your department’s support goal?
The team’s primary goal is to promote the iDatalink and private label brands (Flashlogic, Omegalink) by providing industry-leading pre- and post-sale service to its customers. The team is involved in presenting our product line to current and prospective customers, offering efficient ordering channels and providing after-sale support. Given the seasonal nature of our business, the team must proactively support customers and respond to their needs in a timely manner to ensure they capture their critical opportunities.
Provide a brief description of how the department functions, and how the functionality benefits your customers.
Our department is comprised of administration (president, general manager), marketing (director, product specialist) and customer service personnel. Each member is intimately familiar with our products and is driven to provide the best customer experience possible. We are present at customers’ events and offer industry-renowned sales and technical presentations. Our staff is committed to providing speedy responses to customer inquiries because we understand that the remote starter season is short and lost time equals lost revenue. For those same reasons, orders are process and shipped with minimal delays. Finally, our warranty policy is very generous and we do everything possible to accommodate our customers during their rush periods.
What sets your department apart from competitors’ similar departments?
Our staff is both knowledgeable and friendly. Every member is fluently bilingual (English and French), and we’re able to serve our customers in their language of preference. Our sales force is respected eager to please all our customers, small and large. Finally, key decision makers within our company are very “hands-on” and easily reachable.
How has your department improved from 2011 to 2012?
Our department has grown in size to better respond to our customers’ needs, and its core technical competency has increased as well. We are more present at field events, bringing ourselves ever closer to our customers. We launched a new, best in industry website complete with enhanced online resources to provide prompt answers to our customers’ most common needs. We have also started to build a library of video tutorials that help broaden the knowledge and familiarity of our offerings.
What changes or improvements, if any, are planned for your department in the coming year?
We’re working on extra online content as well as hosting more frequent webinar trainings. We’re also launching a new line of audio interface modules and making a splash marketing- and sales-wise with those.