Sullair Australia launches national Customer Response Centre

Sullair Australia is implementing a centralised, national Customer Response Centre (CRC) to ensure that customers receive superior service and advice to assist with their compressed air enquiries. Based at the company’s headquarters in Dandenong, Victoria, the CRC centralises the company’s service scheduling, technical support, sales, customer satisfaction, parts and engineering enquiries through one national phone number.

The CRC expands on the foundations established by the original customer service centre and will be operational by June. “The CRC will not only answer all incoming phone calls nationally, we will handle all the scheduling of service work and also make outbound phone calls to our customers to remind them when services are due,” said Melissa Thompson, CRC Supervisor, Sullair Australia. “Using the latest technology, including improved telephony and CRM software, we will offer a superior service to customers,” Thompson said. “Customers get the benefit of speaking to a real person. The CRC ensures that every call gets heard and given the best chance of superior customer service.”

The new CRC will be a valuable asset to Sullair Australia’s customers providing prompt, up-to-date customer service, technical support and service bookings. “Lines will be answered between 7.30 am and 7 pm Melbourne time. Thereafter, calls will be directed through to a mobile number for the relevant technician in that area, branch or state for emergency after-hours service,” Thompson concluded.

In addition to the head office and service division in Melbourne, Sullair Australia has six branches nationwide in Perth, Adelaide, Brisbane, Mackay, Sydney and Newcastle. A further investment in technology has seen the Sullair service team equipped with handheld devices for processing customer transactions immediately on site and all service vehicles are tracked by GPS - enabling more efficient scheduling and route management by the CRC. The number of staff at the CRC will be expanding to 15, in order to efficiently handle call loads.