Paul Spruiell

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October 1, 2021

What is a Customer Success Department and Why Have One?

What is a Customer Success Department? In 2020, NAVCO looked within and asked, “how can we take our customer’s experience to the next level?” What we found was every company faces customers in crisis. And if you don’t think every customer has a crisis at one time or another you should probably think again. Our answer? First, we combined our National Dispatch center and our Managed Services department together to offer streamlined troubleshooting for our customers. Next, we created our Customer Success department that establishes a direct relationship with every customer with a goal of eliminating any communication gaps.

In today’s world, we’ve come to expect real-time information regarding a product we’ve purchased or a service we have scheduled. As soon as a customer places a service request, they want to know the technician’s expected time of arrival (ETA), what the tech found to be the problem and how much the repair will cost. Our Customer Success team focuses on updating the customer in real-time on every aspect of their service request even if it requires they enter this data into the customer’s unique web portals for tracking purposes. This same team works with our service managers to improve SLA ratings for accounts that they manage in order to meet their required response times. We strive to provide all of our customers with the focused attention they would expect to receive from a small company to a large corporation while working to grow NAVCO’S customer base.

In today’s world, it often feels like good customer service is a fading concept that is no longer the focus of most companies. Did you know that 56% of people around the world have stopped doing business with a company because of a poor customer service experience? Typically, a customer that calls in with a problem to any company is already not happy with their current situation. This usually means that the customer’s disposition is one of unhappiness. The goal of NAVCO’s Customer Success Department is to relate to a customer whose day is already going bad and by solving their problems quickly and efficiently and making their day better, leaving them feeling that they were heard and action was taken to make things right. The Customer Success department’s number one goal is to provide superior customer service by providing focused attention to all NAVCO customers.

About the Author: 

Paul Spruiell has been with NAVCO since 1992 and has held every field position at NAVCO from Technician to Installer. In 2015, Paul was promoted to the Vice President of Group Operations for the West, a title he still holds today. Paul developed NAVCO’s National Dispatch Center in Alpharetta, GA and currently oversees the quality of customer service NAVCO delivers every day.  He also was key in the creation, development and implementation of our field service platform that optimizes our scheduling resources, boosts efficiency, and helps us deliver top-notch service to our customers.