Outsourcing Communications for Heavy Machinery Rental Companies
Client Background
A heavy machinery rental company reached out to Westpark Communications in August of 2007. They specialize in lending industrial-size machinery such as generators, chillers, boilers, and the like to large facilities and institutions. Our client typically provides their service nationwide, engaging in large-scale projects. They have even reached an international level by providing electricity for a whole country while the nation was overhauling its electrical infrastructure.
Client Challenges
The client needed to address a number of challenges in order to run their business operations more efficiently.
Limited Customer Service Availability
The client used an in-house team to handle all communications, from customer interaction to technical support. This limited their availability to business hours, causing delays and missed leads.
Lack of Experienced Support
Our client needed more experienced manpower for their communications. With the nature of their business being so technical, they needed a team of professionals who have expertise in handling industrial-size machinery.
A Need for Specialized Programs
this need.
Custom Solutions Delivered by Westpark
Our client had clear expectations of what they needed from their communications partner. With this and their challenges in mind, Westpark worked with them to create custom solutions that addressed their needs and support their business operations.
Email Generator
Alert Monitoring
The key service that the client wanted was email generator alert monitoring. This is a system that allows us to receive, review, classify, and distribute automated alerts from their heavy equipment to our client’s service technicians who can then quickly resolve these technical issues in the field.
24/7 Communication Handling
In order to alleviate the resource and staffing challenges, our client outsourced weekend and off-hour communications to our team. With this solution, our client would also be able to have our team support them during holidays and other high-business periods.
Helpdesk Services
Our call center is equipped to be a Tier I helpdesk, answering technical questions from customers. Given that our client works with industrial machinery rental, it was pertinent to create a solution that would address the needs of their audience.
Portal Creation
As part of a suite of custom solutions, Westpark Communications developed a portal to streamline customer communication and support. It was created to help manage service requests, enact emergency protocols, and perform alert monitoring. This portal was also created so our agents could easily access the necessary information to address client concerns effectively.
Results and Impact
Westpark Communications has been able to positively improve our client’s communication, with our 18-year partnership proving to be a success.
Improved Resource Allocation
With our client outsourcing off-hour communication to Westpark, they no longer have to worry about missing calls from their customers. In 2024 alone, our team was able to take on 776 sales calls and 2,196 service calls for our clients, eliminating missed opportunities and helping them resolve issues with equipment in the field even outside business hours.
This has allowed them to reallocate their resources to focus on their core business operations while keeping up with the demands of their own clients.
Greater Disaster
Recovery Abilities
During natural calamities, Westpark Communications is able to support our client in implementing temporary disaster recovery management. The portal our team built was able to seamlessly enact the necessary protocols at a moment’s notice. This ensures each of their customers remains satisfied with their services and that their communications don’t experience downtime.
With the portal Westpark created, our client is able to address and resolve customer concerns more efficiently. This has also allowed customer information to be more accessible for everyone on the team, allowing for consistent seamless communication.
Conclusion
As a BPO call center partner, our team at Westpark Communications has the ability to help clients who specialize in heavy machinery. From being able to create custom applications to providing industry-specific solutions like email generator alert monitoring, we have the skills needed to support clients in this niche. No matter what the project, we make sure to bring exceptional customer service, unmatched expertise, and utmost professionalism when we work with heavy machinery rental companies.
