Customer Experience Team

Quicker response time, clear communication of next steps and expectations are some of the way’s customers will see the team at work. One of the key goals of this group is to share more information more frequently and in a timely manner.

The whole purpose of the team is to provide a fast, effective and clear response if there are problems. If a customer calls with a part or system failure, we want to make sure the problem is handled quickly and we will always communicate the next steps so our customers know what to expect. We want to shorten the length of time it takes for an issue to be resolved when a customer calls in with a question or needs trouble-shooting. In the end, we want every customer to be completely satisfied with their experience and want to work with us again.

With the sale, engineering, installation and maintenance of a PAC trim removal system, many people are involved in the process. Customers should start with the person they are dealing with at a particular point in a project. It could be a sales rep, an engineer, an installation supervisor or technical service expert. A key initiative of the team is that the information is now shared internally with the entire Customer Experience Team to ensure that our response is both timely and coordinated.

“PAC is the first in our industry to have a team dedicated to our customers’ experience”, CEO Tom Embley explains. “The Customer Experience Team will focus on all areas of customer engagement with customer satisfaction our number one priority.“ Because PAC is the largest company in its field, it can devote resources to Customer Experience in ways smaller companies cannot. “The mission of the Customer Experience Team is to continuously improve the overall customer experience at PAC through all channels,“ Embley says. “The team will act as a liaison between our technical team and the customer, ensuring that customer expectations are always met.”