Festo Canada opens contact centers
New centers consolidate North American operations and speeds call response time.
At a gala ceremony held in its Mississauga, ON headquarters, Festo Canada announced the opening of a new Regional Contact Center (RCC), which consolidates the company’s customer operations in Montreal, Quebec and St. Louis.
As of March 4, 2010, all order tracking, quote requests, product support and technical assistance calls will be routed through the center, the company says. The goal is to answer 80 percent of all incoming calls within the first 20 seconds by employing an automated call and document distribution system. On average, the company’s North American operations receive approximately 20,000 customer calls and 9,000 faxes and e-mails monthly.
"We want to better serve our customers," says contact center manager Greg James. "Festo customer service representation in both Canada and the U.S. has always been superlative, and the new RCC will allow us the opportunity to increase our efficiency."
The company says the RCC will allow it to extend operating hours to 8AM to 8PM EST, increase service during North American holidays and centralize its product support team, including mechanical and electrical specialists.
In addition, Festo also opened a new Customer Solutions Center that will provide a location for Canadian customers to examine how Festo’s custom solutions work via project simulation.
"Every day, Festo is asked for solutions for electrical and mechanical enquires," says Casey Samaroo, custom solutions manager for Festo. "Now, with the Customer Solutions Center, Canadian customers can partner up directly with Festo engineers on-site to replicate situations to determine the best workable solutions."
Automation solution opportunities include handling and positioning; custom components; assembly and kitting services; control cabinets and air quality and energy auditing services.