Milacron LLC has consolidated numerous customer service lines, from across the Americas, into one main line at its manufacturing facility in Batavia, Ohio.
The phone line brings customer service representatives together with Milacron's engineers and management, ensuring more effective solutions and faster service. The call center also added more native Spanish speakers.
“We've been able to install metrics that enable better parts availability, real-time tracking and on-time shipping,” said Dean Roberts, president of Milacron Aftermarket.
Call centers employees can quickly see how many orders for the day go out, shipping times and availability, so the company can adapt to cyclical ordering patterns and part demand.