Service and Support Goes Global
by Stefan Happe, Customer Service Manager
In July 2018, the decision was made to take the Harman Luxury Audio Service and Support department global. If we were going to live out our commitment to support our amazing Luxury Audio brands with service befitting top-of-the-market products, we’d have to do away with the fragmented regional approach of the past and substantially invest in the creation of a team of specialists, administrators and managers to bring our global vision to realization.
While the journey was not without challenges and bumps in the road, the result of our efforts is a dramatically more effective and efficient service and support team. Our metrics indicate a much improved customer service experience for our callers. Turn-around times are dramatically reduced. We’ve made additional investments into part availability and quality control that have further expedited our resolution times.
All of this brings us to our next endeavor to improve even further; the sharing of information with our dealer partners. Consumer trends and the explosive growth of the online retail sector have led to an increase of general questions and product recommendation calls that we feel are best and most professionally addressed at the dealer level. With that goal in mind, we’ll be sharing in this newsletter each month the most popular topics we have received calls on, and our recommendations for addressing them. For example, such topics include room calibration, Crestron or Control4 setup, software and firmware updates, and yes, also troubleshooting.
Dirac is a currently a popular discussion point. Check out these links to learn more:
Dirac Webinar (Password: FtQsnEt6 )