Customer Support – The Backbone of our Company
By: Chris Chappell, Software Developer
Our Mission: To deliver unparalleled warehousing solutions by earning the trust of our customers, understanding their business needs and honoring the commitments we make.
Customer support is a critical part of fulfilling the Westfalia mission statement. At Westfalia, partnerships are the key to our success. We are committed to the success of our clients and pride ourselves on being an active partner in every stage of the automation process. Understanding that each customer's needs are different, our team of technicians and software developers provide custom support solutions to solve individual challenges that may arise.
Downtime can be dangerous for any business. Thus, minimizing, or even eliminating, downtime is critical. The best way to handle any issue that may arise is to earn the trust of our customers while remaining accountable for the operation and reliability of the software system.
When a customer contacts Westfalia looking for assistance, they are rarely looking for help from one specific department. Rather, they are looking for support from the company as a whole. This is where a critical component of customer service is initiated - taking the time to understand the nature of the issue, regardless of a specific area of expertise. During this initial learning session with our customers, we gain a clear understanding of the challenge or request to help determine necessary next steps.
We recognize that communication with each customer is extremely important throughout the support process. After determining the proper course of action, we ensure that the customer is aware of what is going on and the reasonable amount of time it may take to address their particular issue. Whether the problem or request is a “quick-fix”, or it is going to take some time to investigate, keeping the customer updated is vital. Every opportunity to educate our customers on issues that may prevent a similar problem in the future is a positive thing.
Customer support and service is a number one priority for Westfalia. Ultimately, customer support is less about getting the problem repaired than it is about managing our customers’ expectations. Whether a problem takes 10 minutes to fix or two hours, the interactions each customer has with our support team is most important and is critical to building a positive long-term relationship.