Sullair Australia has launched a new national customer service centre which offers customers of Sullair and Champion compressors across Australia premium levels of compressed air service and advice.
Based at the company’s headquarters in Dandenong, Victoria, the new customer service centre consolidates Sullair Australia’s customer service function, enhancing the efficiency of operations and giving end users prompt access to technical information and a broad range of support services.
According to Sullair Customer Service Centre Supervisor, Melissa Breukers, the new customer service centre will become a valuable resource for compressed air users throughout Australia, and forms an integral element of Sullair Australia’s already extensive servicing network.
“This single point of contact will ensure all customers receive a high level of service promptly,” says Breukers.
“Customer inquiries are routed to the most appropriate department. Breakdown and service reports are transferred directly to the nearest technicians but the customer service team will answer other questions or provide any requested information,” she adds.
To date, the majority of inquiries received by the Sullair Australia customer service centre have been service requests and technical enquiries, although the team also handles sales enquiries and other administrative questions.
The new customer service centre has already been successfully integrated into the Sullair service network, rationalising incoming inquiries and requests for assistance from customers around Australia.
“The team has been handling approximately 300 customer requests each day since we began,” says Breukers.
“The service centre team will address the full gamut of customer enquiries, including such things as confirming repair dates, parts deliveries, technical support and branch opening hours. This supports the most efficient use of field staff time as they can be deployed directly to resolve on–site technical issues,” she continues.
In order to utilise the new Sullair Australia customer service centre to the best advantage, on-going training of service centre staff is key for Breukers.
“We will continue to spend time out with other departments - service, sales, manufacturing - to keep our knowledge base up to date,” she says.
“We want to make sure the process is as efficient as possible. We are confident we are making a difference and ensuring end users have the most reliable compressed air systems possible.”