Doosan Infracore’s construction equipment service operation has upgraded the mechanism for its service assistance in an effort to ensure total customer satisfaction. The construction equipment service opened an integrated service requisition center (Tel: 1600-1220 for calls from anywhere in Korea) under the headquarters by integrating the service centers that have been operated so far on a regional basis, and began the operation of the new center in earnest on November 3. The integrated service requisition center, housed at the company’s parts center in Ansan, has been established to provide service assistance promptly and accurately, and to improve the quality of post-sale services and products.

Two-hour onsite service made available anywhere in Korea

The conventional system, under which staff managed certain service areas by district, was advantageous in that the staff in charge took responsibility for managing customers in a given area, though it entailed certain inconveniences as well. For instance, if an item of equipment broke down in an area bordering a neighboring region, a customer would sometimes have to wait until the staff in charge of the region arrived at the scene, though it would have been faster and easier for the customer to receive the service from a member of staff in the neighboring region. Moreover, if the staff member in charge of the given region was absent, customers had no access to prompt services, among other problems.

In order to resolve such inconveniences on behalf of the customers, the integrated service requisition center receives all service requests from customers nationwide, and dispatches service staff from the nearest location to the site by checking the GPS sensors mounted on service vehicles operating in different regions. This system allow customers anywhere in the country to gain seamless access to services within two hours of requesting them.

Once service assistance has been provided, the center will call the customer who requested assistance and conduct a satisfaction survey under the so-called ‘Happy Call” program, and proactively resolve any potential customer dissatisfaction.

Quality of customer service effectively upgraded

Doosan Infracore selected and dispatched technical staff with ample know-how and experience at the integrated service requisition center. As a result, the new service assistance program will allow the company to provide high-quality services backed by the best levels of technology, directly and systematically managed by the headquarters from the conventional service process, which has been managed by staff at regional service centers, effectively upgrading the standard of customer service.

In addition, the integrated service requisition center will gather and analyze the “Voice of the Customer,” including opinions, complaints and suggestions, and reflect them in its efforts to improve services and product quality, thereby moving the customers’ hearts and offering much more than simple customer satisfaction. Ko June-Young, a manager at the P/S team of Doosan Infracore’s construction equipment BG, said, “With the launch of the integrated service requisition center, we will significantly improve customer services, and thus further consolidate our position as Korea’s representative construction equipment manufacturer."