The Pulse of HPC:
Introducing Our Customer Service Specialist Team
“Building a good customer experience does not happen by accident. It happens by design (Clare Muscutt, CEO).” HPC Fire Inspired has always valued our business partners and customers. In response to changing times, HPC has focused on evolving to meet the ever-changing needs. Over the past year, HPC has made active strides towards increasing our visibility and accessibility to provide our consumers and market partners with outstanding service. This Tech Talk is dedicated to the establishment of HPC’s Customer Service Specialist Team and their role in elevating the overall service HPC provides.
Establishment of Customer Specialist:
In response to the demands of the market, HPC saw a need to ramp up contact to aid in understanding the consumer needs. The Customer Specialist team was created to establish a dedicated direct line of communication with our Distributors, OEMs, E-commerce, and Dealers. Our team reports directly to Chad Ewing, National Sales and Marketing Director as well as to Chuck Parsons, Customer Service Manager. Per Chad Ewing, “We view our Customer Specialist team as the pulse of HPC. They are the voice of HPC informing and connecting with existing and new business accounts.” The team meets weekly to discuss new developments within HPC so that our partners and customers will always be kept abreast of promotions, new products, as well as provide the most up-to-date pricing information and address any account needs. Overall, by intentionally blending our Sales and Marketing with our Tech team, the customer specialists are well versed on HPC product lines as well as account and customer needs. In turn, this provides seamless service.
Customer Specialist Service:
Ashley Wood, HPC’s Customer Specialist Supervisor, speaks to the evolution of the customer service team. Per Ashley, “As a Customer Specialist, we have evolved into a hybrid sales and customer service team.” My team receives regular training around developing HPC technology and new products so that we can properly service any account needs. Our Customer Specialists interact closely with all our departments allowing us to disseminate the most up-to-date information.” Per Chad Ewing, “the transition to internal specialists has enabled HPC to make stronger connections with our market partners and has allowed us to glean stronger data. In turn, HPC can make more informed proactive decisions and continue to be a leader in the fire industry.
HPC’s Customer Specialist team is divided to service 4 territories: East coast, West coast, Midwest and Mountain Region. You can view the territory breakdown and get contact info by visiting the following: https://hpcfire.wpengine.com/contact-us/. Ashley Wood leads the team as a supervisor and heads the East coast region. The team is ready to service all your needs from checking the status of orders to new technology and navigating the HPC service portal. The team’s goal is to increase service and HPC’s accessibility. One way HPC has done that is by developing the Portal. Navigating Portal allows Dealers and Distributors to see all account information at a glance in real-time from current orders, invoices, as well as sales and customer incentive levels. HPC remains dedicated to providing the utmost care and service and will continue to evolve with the needs and demands of the market. The Customer Specialist will continue to play a critical role in this effort.
Customer Service:
HPC values our partnerships, let our Customer Specialists elevate your experiences and service your needs. Reach us at 937-436-9800. Join us in lighting the way in the fire and outdoor entertainment industry.
