1300 HITACHI – One company
Hitachi is committed to providing total customer solutions through support networks across Australia.
Hitachi Construction Machinery Australia Pty Ltd (HCA) supports customers through a national network of branches to ensure optimum coverage. More recently HCA decided to better address the business hours and after-hours care by opening a centralised National Customer Support Centre. Established in March 2013, the centre provides customer support 24 hours day 7 days a week. Five years on, its capabilities have significantly grown to meet the influx of activity and the addition of other services.
Working around the clock, the team at the centre respond to a variety of inquiries from across Australia. On average, a typical month sees over 7000 inbound calls and the processing of 8000+ parts orders. The centre currently processes almost 50% of HCA’s national spare parts demand each month. Parts orders can be processed centrally and stock selected from one or multiple locations to complete the requirement.
“With an experienced team, we’re equipped to deal with anything from parts interpretation, electronic orders for parts processing, customer email and phone orders through to inquiries from website and social media. We also assist customers to register and use the Hitachi
On-line parts order portal” said Charlie Coleiro HCA Customer Support Centre Manager, who heads up the team.
Damian Cockin leads the Fleet Management team which provides services such as customer maintenance reminders and machine alarms initiated by the Hitachi and John Deere satellite systems. The satellite information prompts the team to contact the customer and they facilitate access to technical assistance, book services or process parts requirements.
Since it’s opening, the centre has grown to meet the fast paced needs of the business and is continuously working in conjunction with all branches and departments to provide an extension of services to customers around the clock 24/7.
“Our 24/7 customer support centre will continue to develop it’s services to provide customers with a contact point to back up our branch network during business and after hours. Calling 1300 HITACHI provides access to our product range, parts, information and support services through to our wholly owned national branch network,” said Rick Moledo, General Manager of Shared Services at HCA.