How MobilityWorks invests in customer service

William Koeblitz

William Koeblitz, president and CEO, MobilityWorks

There are an estimated 1.5 million people in the U.S. who use a wheelchair, not including those who are in nursing homes and other medical facilities. Approximately 12 million people can’t independently walk more than a city block without some type of mobility aid or assistance.

That’s why customer service at MobilityWorks is about more than just a smile and a handshake. It’s about taking care of a vulnerable segment of society.

MobilityWorks, led by President and CEO William Koeblitz, has invested more than $250,000 in a new customer relationship management system specifically designed and modified to track customer service appointments, vehicle information and communications. The company has also created a client care center with three full-time employees for receiving phone calls and e-mails from customers to make sure they are being provided with accurate, timely information, and that every phone call is answered instead of going to voice mail.

The CRM database also allows the company to quickly notify customers if a manufacturer recall notice or service issue has been sent out for any product.

MobilityWorks also recently invested $12,000 to have an outside consulting firm perform a detailed customer satisfaction study, with the goal of improving customer service throughout the company in several key areas. The firm randomly interviewed 220 customers of different ages and backgrounds with in-depth questions about every aspect of their experience with the company — before, during and after the sale.

The company also retains a full-time trainer who coaches and trains our consultants at each location in helping clients with their specific requirements. MobilityWorks approaches clients with a consulting philosophy that includes a thorough process of analyzing the needs of each client. The staff is also trained on various mobility products by attending manufacturer-sponsored training seminars and through certification exams. Online training is also provided by industry organizations.

How to reach: MobilityWorks, (330) 633-1118 or www.mobilityworks.com

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