GD Upgrades Their Customer Service Software.

[traveldawg]

It seems like GD is doing something to improve customer service - to me this seems like it can only help.

I'm not sure which sales person at the software company decided "upskilling" was really a verb tho. ("...10 leaders in the service department, upskilling them..") Maybe trained is a better choice?

Then there was this..... "...they empowered 100 Grand Design customer service representatives to accept, commit, and sustain the solution...". My first thought was that if there was a solution - does it need to be sustained??? I think the idea is that if you get a different rep each time they can see what transpired in the past and, for unresolved problems, can sustain troubleshooting to reach a solution.

And then there were these hopeful words and thoughts.... "...With the implementation of Salesforce Service Cloud, the Grand Design customer service team will be more efficient, more data-driven, and will always have the customer at the center of what they do...” and "...To our customers, thank you,” said Jerry McCarthy. “We are excited and confident to offer you an elevated service experience on Salesforce going forward....”

Just thought I'd pass this on... back to reading some more industry news so I can get 'upskilled' on current events....

[Canyonlight]

Yea, Larry - I read that article a few hours ago when released on RV Business. While I appreciated to see the focus on service improvement by GDRV, the way the article was written was less than "clearly worded" as you pointed out.

I hope it works....if Jerry McCarthy was the cheerleader for this, I suspect good things to come. Jerry is awesome leader and wonderful person. The team will deliver results in due time......should be good for we owners and other stakeholders.

Dan

[xrated]

It seems like GD is doing something to improve customer service - to me this seems like it can only help.

I'm not sure which sales person at the software company decided "upskilling" was really a verb tho. ("...10 leaders in the service department, upskilling them..") Maybe trained is a better choice?

Then there was this..... "...they empowered 100 Grand Design customer service representatives to accept, commit, and sustain the solution...". My first thought was that if there was a solution - does it need to be sustained??? I think the idea is that if you get a different rep each time they can see what transpired in the past and, for unresolved problems, can sustain troubleshooting to reach a solution.

And then there were these hopeful words and thoughts.... "...With the implementation of Salesforce Service Cloud, the Grand Design customer service team will be more efficient, more data-driven, and will always have the customer at the center of what they do...” and "...To our customers, thank you,” said Jerry McCarthy. “We are excited and confident to offer you an elevated service experience on Salesforce going forward....”

Just thought I'd pass this on... back to reading some more industry news so I can get 'upskilled' on current events....

Upskilled huh....that's a new on me too. Enhanced training, modernized computerized record keeping and accessibility, staffing levels that are suitable for the amount of issues encountered.........but Upskilled? I guess that is a one word catch all that covers everything. Down south we call that....all y'all!

[Hoopy Frood]

Well, you know what they say: "If you can't blind them with brilliance, baffle them with bull...".

[geotex1]

It's only as good as the information documented in it and if there's enough seats for seamless pass off. My global Technical Services team are on this platform as well as all of my Plant Managers and QA/QC personnel. It's helped tremendously on the internal service side, but it's a mess externally facing with our Sales Representatives lodging support requests - incomplete, inaccurate, no SKU references, categorized incorrectly, everything ranked with top priority, etc., etc.

[Canyonlight]

Rob - always appreciate your expertise in so many areas.

Curious, how long have you all been using this ? What is being implemented to address the issues ? Longer term, do you think it will work as intended and if not, what next ?

Dan

[WhittleBurner]

Rob - always appreciate your expertise in so many areas.

Curious, how long have you all been using this ? What is being implemented to address the issues ? Longer term, do you think it will work as intended and if not, what next ?

Dan

All good questions, Dan. I think with any platform of this nature it is very dependent on the data entered. Hopeful the data entry is done without missing anything, if it's haphazzard it will fail and add to the CS problems that already exsist. Fingers crossed for GD that it is implemented with great care.

[trailrydr]

Like statistics.... data is only good depending on how its used. And unfortunately, humans arent the best at processing, delivery, or even sharing such knowledge on a constant basis. One of the reasons why I (and others still) work in IT for so many years. LOL.

From my experience, buy-in-by-all always seemed to create the best products with the least rework and failures, and created ownership of the process and final product. However determining the amount of time and the practice there of is the tricky part. Then there is always the fix it later (80% acceptable) that never happens.

One of the best inventions was the assembly line. The next great invention was the ability for a assembly worker to stop it and complain....

[Gronk1]

I call this kinda stuff Business Speak, or BS for short.
I know it well...use to use it

[traveldawg]

It's only as good as the information documented in it and if there's enough seats for seamless pass off. My global Technical Services team are on this platform as well as all of my Plant Managers and QA/QC personnel. It's helped tremendously on the internal service side, but it's a mess externally facing with our Sales Representatives lodging support requests - incomplete, inaccurate, no SKU references, categorized incorrectly, everything ranked with top priority, etc., etc.

Sounds like a good opportunity to restrict access so sales folk can't get in.