As a company that has manufactured durable machine tools for metalworking for over 120 years, Dake wants to provide an excellent level of customer service to match the quality of its products.
But when Ellyse Lazarock joined the team as customer service supervisor, she realized the old system for customer service was holding the team back, making it very difficult for them to provide a level of excellence that truly met their standards.
Soon after starting her new role, Ellyse found HubSpot. Read on to learn how she used Service Hub to build a better system to make Dake’s customer service match the quality of its products.
High Touch ServiceMake no mistake, Dake tools are truly long-lasting. The service team sometimes receives calls from customers who inherited decades-old tools from their grandparents, still fully functioning just as they did when they were first purchased.
That’s why it was so important to Ellyse to have an equally high level of service. Her team serves two types of customers, both industry distributors and end users of the tools, and they support a wide variety of requests. There’s no task too large or too small.
“We’re in charge of anything the customer asks us. That could be anything from a new quote, tracking on a current order, putting in a new order, and technical services as well. If someone has a machine that’s broken, they’ll call us. We’re responsible for everything.”
End users primarily contact Ellyse’s team over the phone, and they expect quick answers.
“When someone has an issue with a machine, they’re probably out on a production floor or a shop. Using a machine is very hands-on: they don't necessarily have time to go to a computer, type up an email, and wait for us to reply how to fix it. They want to fix it right now.”
Distributors also contact the team through a mix of phone and email, often getting in touch to request more information on the machines or to make a purchase. These high-value conversations need to be handled with extra care.
The Dake service team volunteering at Toys for Tots.
The Wrong Tools for the Job