For its commitment to always improving customer service, Taurus Technologies was named a 2022 Excellence in Business award winner in the Customer Experience category.
Taurus Technologies believes that its success in commercial AV and communications comes down to repeat customers and client referrals. According to Robert Parsons, vice president of sales, success begins—and ends—with the client experience.
“We are always trying to find ways to make customer service even better,” says Parsons. This focus on continuous improvement means that team members at all levels are brainstorming ways to boost client engagement. Over the past year, Taurus Technologies came up with three innovative ways to take their service to the next level—and make clients even happier.
1. A CRM to Manage Customer Relationships & Interactions
To ensure an even higher level of quality when it comes to customer service, Taurus Technologies built and deployed a custom CRM. This system connects employees with:
- Complete visibility into precise project and room details
- Access to line drawings
- Information about touch-panel interfaces
- Insight into current software types and levels
When a customer reaches out to ask a question, request maintenance, or troubleshoot a problem, this CRM data can be used to quickly bring the Taurus employee on the other end of the phone up to date—without asking questions they already have answers to. Having this customer information in one place makes customer service much smoother, which leads to higher satisfaction levels.
“By ensuring that information is clearly and concisely disseminated to the customer, we can provide a much more successful experience for all parties involved,” says Parsons.
2. Field Work Documentation
To emphasize quality, reduce rework, and decrease callbacks, Taurus implemented a new policy and enhanced grading process for each integration project it completes.
Field staff now document their work—even down to the most precise termination—so it can be examined and verified. With this level of detail in their documentation, the company can be confident that its work meets quality standards before turning technology over to the client.
3. QR Codes for Better Technology Support
When end users have questions about room automation, room scheduling, videoconferencing, or wireless collaboration solutions, it can be time consuming to figure out how to place a request for service or find the right person within their organization who knows what to do next.
To help them get the information they need quickly, Taurus rolled out its new Conductor service. This service provides customers with a seamless user experience—right from the meeting room. A custom QR code is created for each room and placed on room placards, table tents, and key tags for HDMI connections. The QR codes are also embedded in control screens and wireless sharing gateway splash screens.
Through these QR codes, users can access technology and room user guides. They also provide users with direct email and phone contacts to Taurus’ support team. If they run into a problem or have a question they can’t find the answer to, then they can use the QR code to reach out for help.
To measure their impact, Taurus plans to provide customers with an automated survey so they can provide feedback as they use the services, which will be used for further improvements. “NSCA has been extremely helpful for our business and inspires us to always find better ways to do business with our customers,” says Parsons.