The Customer Experience (CX) department at GLOBOCAM!
In line with its value of customer orientation, GLOBOCAM has proudly invested, since the beginning of 2022, in a brand-new Customer Experience (CX) department! This investment is a key element to ensure a superior level of service and a continuous improvement of the customer experience.
What is the purpose of the CX department?
This new department provides complete support for the customer experience, which means:
First, the CX department employees are fully dedicated to harvesting the voice of the customer and supporting them, both for their truck being serviced at our dealerships and at other dealerships in the vast Daimler Truck North America (DTNA) network.
They are also on hand to familiarize customers with the technology tools of the Uptime Management Suite and the DTNA portal.
They also monitor Elite Support criteria daily to maintain the level of excellence established by this certification, as well as identify opportunities for improvement and consistently elevate the customer and employee experience beyond their expectations.
In 2023, CX is committed to being there for our customers in every situation. It will be there for YOU, when:
You have a truck being repaired at one of our dealerships or any other dealership and you need our support to facilitate communication between the various parties involved.
To handle your comments, suggestions, requests, or questions via the Inputkit survey platform or any other method that suits you (comment to an employee, e-mail box safisfactionclient@globocam.ca, etc.).
To initiate and familiarize customers with DTNA tools, i.e. DTNA Portal, Detroit Connect, Service Tracker, Smart Source…
To provide support in the use of Detroit Connect’s “Over the air” remote management options that allow you to download truck information or change truck settings from anywhere.
You need to be guided internally or externally to the new technologies used in DTNA product design and development.
To maintain Elite Support criteria, provide tools to employees and drive continuous improvement in internal processes.
To organize events and ensure a presence as often as possible in order to develop a privileged relationship with its customers and employees.
You don’t know who to contact? We will take care of it and find solutions!
