Behind-the-Scenes Company Boosts Ownership Experience

As the RV industry continues to grow and gain more mainstream media attention, the need to greater focus on the customer and make their experience as positive as possible is of paramount importance.

Helping RV businesses across the country to meet that need is Specialized Dispatch Services (SDS), which provides third-party dispatch and technical assistance services for clients who serve end-users in the RV, classic autos, commercial vehicles, motorcycles, trailers and other related industries.

SDS President Dan Lopez said the company’s focus is on “high-touch, high-quality customer service with exceptional communication.”

“Today’s RVer is different, very different than what we traditionally think,” he told RVBusiness. “They are younger, less mechanically inclined, and have high expectations around ‘support’ services. Additionally, RVs are made differently with more and more tech gadgetry, solar units and batteries, more slideouts and other mechanical items. And, I should add, lately the speed of sales has decreased PDI and walk-through time when end-users take delivery.

“And, for those RVers who are on their second, third or even fourth RV, many are still willing to try to fix whatever the problem is themselves – they’re very hands-on – but they still want to be able to talk with someone who can help them fix it on the fly,” Lopez added.

In both instances, he said, SDS offers Virtual Technical Assistance services.

Virtual Technical Assistance

While the Internet allows people to search for solutions for common repairs, more often than not people still prefer to talk to a certified RV technician to discuss their challenges and get accurate answers.

It’s this type of accurate, immediate customer service that can turn a negative into a positive, Lopez said, and SDS offers this as part of its Virtual Technical Assistance program.

Dan Lopez

“When customers are able to get issues solved it leaves them with a good impression of whomever is providing them with the service,” he said. “The service also gives us, as an industry, a better opportunity to keep them as an RVer longer, which in turn can often lead to additional sales at the dealership.”

It’s important to note, Lopez added, that rather than simply offering “another voice on the line that might be able to help answer a question,” SDS provides Virtual Technical Assistance services at a level on par with today’s high standards.

Virtual technical assistance has been done for over 30 years in the RV industry, and it has added a level of support and comfort for many RV owners. The RV industry – its dealers, manufacturers and the customers they provide products for – has changed drastically over those 30 years, Lopez explained, yet those that offer virtual technical assistance have not changed to meet the needs and expectations of today.

“Just having someone answer the phone doesn’t necessarily mean that the customer is getting good help,” he said. “Who’s to say whether or not customers are getting proper help, regardless of which provider may be offering it?

“What we can say is how well we provide the service,” Lopez continued. “SDS maintains an NPS score of 100 for this service and consistently receives review scores of 9 or 10, out of 10.

“Better yet, we provide real-time access for you to see review scores and comments as they come in. These are your customers and we take pride in making you shine for providing the service.

“As one of our client partners has said, ‘the stress that has been removed from our call center, knowing and not having customers call back angry and with more complaints, has been incredible.’”

Valuable Data and Integrations

In addition to serving its clients’ customers with high-quality Virtual Technical Assistance, SDS understands the operational impacts of having a third party do anything on your behalf. This is precisely why SDS also focuses on other valuable by-products of this service.

First, SDS captures every aspect of each event – time of occurrence, who handles the event, how long the event took, the location of the service event, communications (both written and voice) between the technician and your customer, review results, and event reason – and shares that data with its clients in real-time, 24 hours a day.

Second, SDS is able to integrate the important data points into its clients’ systems for their own record keeping and CRM management. SDS has employed multiple methods to do this, Lopez pointed out, and can usually find a way to provide the data the clients want via back-end integrations.

“Third, as we have noted before, the data around these events can be very valuable,” Lopez said.

“For example, the location of the event can be very valuable in telling you where your customers are using their RVs and where they tend to have more issues than others.

“Also, we are able to capture data around calls that can assist in identifying areas of opportunity within your sales and service departments and locations to increase customer satisfaction and internal efficiencies,” he added.

Other insights include instantaneous access to call recordings and event notes, which can help to mitigate any potential customer complaints should they arise. Also, clients can market their high customer service scores from this service to provide an additional layer of customer confidence and loyalty.

Related to that, Lopez admitted that many might not have heard of Specialized Dispatch Services –but that is done by design. He said SDS succeeds when its clients look good in the customers’ eyes. And their positive experience reflects good on not just the client, but the industry as a whole.

“We offer our services to any organization focused on increasing the positive experience of RVers by providing Virtual Technical Assistance and to get RV owners the answers to the majority of their questions,” Lopez summed up. “We have also found that our service has alleviated some of the stress of partner call centers – and even their service centers – by providing quick, accurate and polite assistance and, in some cases, keeping service schedules cleared of unnecessary events that can be fixed easily by an owner.”

For more information, visit www.specializeddispatchservices.com, email [email protected] or call 817-200-7234.

Source: https://rvbusiness.com/behind-the-scenes-company-boosts-ownership-experience/