Roland Supercharge Customer Support

MOJO working means 26 days per year more, wait down to 30 seconds      15/12/04
Customer support is always a perennial reason to moan, Roland have taken it upon themselves to create a super support network, realizing how important it is to retain customer loyalty by treating them nice when things go wrong. We may expect this from all companies but the truth is we often don't get it. This stuff costs money and fortunately for us, Roland are making sure their support network really performs. Their new MOJO service is a one-to-one customer interaction program that Roland hasdeveloped to better serve its customers. The MOJO model currently includes MOJO Product Support, Hands-On MOJO events (including clinics and special events) and interactive online MOJO Communities. Earlier last summer the company commenced laying the foundation for MOJO by expanding Roland product support hours. Roland Product Support Specialists now field calls from 7:30am to 6pm Pacific Standard Time, Monday through Friday — an increase of 12 hours per week, or 624 hours per year. This is the equivalent of 26 days per calendar year. "The recent changes in our Product Support department are part of our long-evolving commitment to customer support and MOJO," says Roland V.P. and M.I. General Manager Chris Bristol. "In an age where the average wait time in the service industry could be anywhere from 2-15 minutes, we offer our customers an average wait time of 30 seconds." Roland U.S. receives approximately 120,000 product support calls per year. In October of last year Roland launched the second phase of MOJO, by providing downloadable Owner’s Manuals in PDF format. In addition to supporting current line products, Roland is one of a handful of companies in the business that continues to support legacy products, some of which date back 30 years. "In 2005 MOJO will continue to evolve in order to better serve our customer's needs," Bristol enthuses. “We look forward to launching a multitude of dynamic solutions, including a profile management system, clinic notification function, and pre-registration option for online support.” Roland intends to expand the MOJO program to include Email Help/Support, Call-Center Automation, and Online Forums.
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