Stacy Console has been improving Fleetwood's
customer service since she came here six years ago. Today, her focus
goes beyond the recreational vehicles we sell, straight to the customers
that drive them.
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Fleetwood implemented
Customer Relationship Management (CRM) software at its national motor
homes call center in May 2001. The information now available to our specialists
has transformed their jobs and their outlook. We still look at the
vehicle and the warranty, Stacy says, but now we also look
for ways to exceed our customers' expectations. We call up information
by customer name instead of vehicle identification or account numbers,
which allows us to access their entire history with Fleetwood, even if
they've owned multiple vehicles. Each customer is unique, and so we give
them the individual care they deserve we know how important that
is to them.
Stacy says that her group hadn't initially realized how much more the CRM system would allow them to do with the same number of people. We've helped increase Fleetwood's return on its technology investment through our new ability to take marketing calls, and our superior product knowledge lets us do the job even better. And, we're only in the first phase there's so much more we can do! |
Stacy Console Owner Relations Lead Coordinator Motor Homes / RV Group |
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