The Customer Solution Team gets more Global

From 26 to 28 April, the CAREL Customer Solution Team (CST) will be hosting a meeting in Bangkok with representatives from Asia, India, Korea and Thailand, with the objective of adopting uniform methods, processes and tools across the different after-sales service departments. 
“Obviously technical support always needs to be provided locally, for language, time zone and even cultural reasons”, commented Simone Carnielli, Customer Care Specialist. “Yet at the same time, at CAREL we believe it is necessary to have a global team than can offer the same service levels on all continents, as reflected in our motto: Global Support, Local Care”. 

The Bangkok event is the third stage in the ‘CST Global’ project established at the end of 2013, with the purpose of standardising all CAREL CSTs. Accordingly, a company social network was established over two years ago to handle communications between subsidiaries. “Through this social network”, Carnielli continued, “individual questions and answers become shared assets. As a result, each single department expands its knowledge and skills, while creating a sense of belonging and unity across the Group”.

One fundamental building block in the ‘CST Global’ project is the recently upgraded ticketing tool, which is used to systematically bring together all data relating to after-sales activities. “Currently the new Ticketing Tool is used by 50% of our subsidiaries; by the end of 2017 we expect this number to reach 80%”, Carnielli added. “This very high-performance system allows us to provide important data to the product development, quality and marketing departments. After-sales is thus an integral part of a broader process and contributes to continual improvement”.