11-22-2017 -- From its modest beginnings in Cleveland, Ohio as a vehicle security company to its leadership position today in the connected car world, Directed has grown tremendously while keeping a sharp focus on consumer service, tech support, and dealer relations. According to James Turner, senior vice president of product and technical services, who will mark his 16th anniversary with the company this month, it was about a year ago when Directed made a critical change to fuse back together several departments—namely tech support and product development—that had been operating independently of one another. “It made sense because product design depends so much on the voice of our customer and the techs have the closest relationship to the installers,” Turner said. “I view installers as our first customer and the end-consumer as the second one.” Today, there are three legs of support to address dealers, consumers, and installers. Directed’s dealer customer service department handles dealers and sales reps. “This group addresses warranties, processes orders, sets up new dealers with our reps, gives reporting information on different customers, and follows up on satisfaction issues,” Turner said. Consumer service handles calls from end users. “We get contacted about SmartStart—maybe a consumer has…
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