Best Customer Service
2020, MB Dynamics remained open as a so-designated “Essential Business”, according to the appropriate United States and State of Ohio government definitions for same. The company therefore continued the vast majority of its global sales and marketing, customer service, technical support, field applications engineering, R&D, and production operations with relatively few disruptions or delays, and with an appropriately modified service delivery format, as to ensure health and safety.
The goal of the MB Dynamics customer service team throughout this unprecedented time was to ensure continued seamless and positive customer experiences. It was important for the company to ensure, as best as possible, that its levels of customer service and technical support could remain commensurate with those that MB Dynamics is already so well-known for within the industries it serves. Including and especially, in automotive testing, aerospace testing, and test & measurement, among others.
For example, as part of the company’s modified internal operations, any MB Dynamics employee who was required by virtue of job function to work in the factory, as needed to fulfill customer orders, was mandated to practice strict social distancing, wear masks, frequently wash hands, and to follow other government recommendations and protocols, as to help mitigate staff risks of COVID-19 exposure. The consistent practicing of such internal safety measures by the MB Dynamics team proved highly effective. At the same time, MB Dynamics authorized all employees and staff whose job responsibilities enabled them to work remotely from home, to do so, in “business as usual” fashion.
The MB Dynamics global field applications engineering team also remained available as needed to answer customer technical questions in real-time. They were further able to conduct a number of virtual trainings, with some performing them in this fashion for the very first time. These all-virtual trainings included customer technical support in the areas of Test Engineering Services, Applications Engineering, Field Service, and Test Laboratory Support. Such support was still available remotely in more than a dozen countries, including both during and outside of MB Dynamics’ normal U.S. business hours.
Initially, the goal of facilitating such all-virtual customer technical support sessions was of course ensuring that MB Dynamics’ customers could receive whatever training they might require in a timely and comprehensive fashion, despite the travel bans in effect. An unexpected pull-through benefit of that all-virtual support, however, came in the rather tangible form of a new series of unexpected requests from multiple global customers. They were now asking for those same “on demand” virtual trainings to continue ongoing, and as part of the company’s go-forward standard service offerings, given they had proven so useful, efficient, and effective. With that development, a new customer service offering at MB Dynamics was born.
Given that MB Dynamics has always sought to carefully listen to its customers and remain adaptable to their needs, the company was able to find new and innovative ways of providing technical and customer service support, while still continuously improving the breadth and depth of its own core service offerings. As a result, the company’s already excellent customer service and technical support offerings have only strengthened and evolved in the past year, and largely due to these important lessons learned.