One of the nation’s leading manufacturers of heating and air-conditioning equipment faced the problem of reducing the call volume on its technical support call center. With hundreds of distributors, thousands of branches, and tens of thousands of dealer contractors nationwide, the manufacturer did everything it could to level these inbound calls. They offered training courses at distributors’ locations and issued written emails and bulletins, but getting all the information into the contractors’ hands was challenging.
Feature recommended a strategy using a mix of live and on-demand video training that could reach contractors nationwide instantaneously on computers, tablets, and cell phones. The technical services team would identify the top incoming service call issues each month. We would jointly develop a short video or a longer-form video for more complex subjects.