More than 80 Manitowoc Crane Group distributors attended the 2005 Manitowoc Crane CARE conference held at the Peabody Hotel in Orlando, FL.
The two-day conference, which took place in November, gave staff and customers the opportunity to discuss the performance of Manitowoc Crane CARE in 2005 and offered a look ahead to new initiatives and programs scheduled for North America in 2006.
Among the new program announcements was a plan for enhanced training courses to be initiated in 2006, while a new Manitowoc Crane Group operator license and an expanded warranty program also are currently under development.
Manitowoc Crane CARE also will launch an online technical documentation for dealers in 2006, called “Inside Crane CARE.” The online library will include a variety of literature — such as policy manuals, parts and service bulletins, and product schematics as well as news and events.
Manitowoc Crane CARE’s spare parts division, meanwhile, has announced it will establish a new program called CraneCHECK. Plans for the program, implemented by product line, include a 25-year structural component compliance element to meet local U.S. government laws. There also are plans to begin the distribution of used parts.
Another major positive, set to improve distributor/customer relations in 2006, is the formal launch of dealer inventory sharing software. This software will give distributors better access to product stock and will therefore allow them to serve customers better.
Manitowoc Crane CARE also plans to link its contact centers and rapid response teams globally to provide continuous support.
Crane CARE leaders told distributors at the conference the first two months have been very successful for the call centers, with them handling more than 31,000 calls and answering most in an average 40 seconds.
Larry Weyers, executive vice president of Manitowoc Crane CARE, said 2006 would mark a turning point for customer care in the United States and beyond.
“In order to stay at the top, we have to up our game. That is why Manitowoc Crane CARE is working hard to make sure it provides customers with the best service across the board. Caring goes beyond making sure the machines run at their best — it is Manitowoc Crane CARE’s mission to make sure MCG customers are cared for in all aspects of their lifting operations.”
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