Service force. CUSTOMER SUPPORT Axon has a full customer and technical support division available 24 hours a day, seven days a week. The Technical Support team is based in Scottsdale, Arizona with additional employees in our Melbourne, Australia and Daventry, UK offices. REPAIR (RMA) DEPARTMENT The Return Material Authorization (RMA) department is located at Axon Headquarters in Scottsdale, Arizona. The RMA department prioritizes returned products for analysis and/or repair on a first-in-first-out (FIFO) basis, based on the severity of the complaint (or unless otherwise requested by the agency). The general turn-around-time for a full resolution is less than 30 calendar days from receipt of the returned product. Axon provides agencies with the ability to manage RMA requests within Axon Evidence. Authorized users will be able to create, update, save, submit, and track device returns for their agency in one place. Axon Evidence Device Return Service is integrated with FedEx and return shipping labels are provided at no extra charge. RMAs may also be generated at xxxxx://xxxxxxx.xxxx.xxx, although return shipping labels are not available via this method. * Upon receipt of the item(s), the RMA department will conduct a failure analysis investigation to determine the root cause of the issue and repair the item if possible. It is at Axon's sole discretion to repair or replace a device as identified in the original manufacturer warranty and/or the extended warranty policy. CUSTOMER SUCCESS MANAGERS (CSM) Throughout the length of their contract, some customers will have a dedicated, in- country Customer Success Manger (CSM). This is determined on the size and location of the customer; Currently the CSM team is operating within the United States only. The team is being expanded, but we do not have an estimated time of implementation in Canada. The CSM will have comprehensive knowledge of a customers' solution and its components, including any applicable custom integrations. The CSM will be available to offer support and escalate any issues or concerns as needed. As a whole, the Axon Support organization directly employs approximately 96 individuals.
Service force. Call Center Enterprise Fleet Management has a call center with a single toll-free number for all customer support related to vehicle maintenance, roadside assistance, and accident management. The call center is staffed exclusively by Enterprise Fleet Management associates. Our maintenance team's hours are 6 a.m. to 9 p.m. CST Monday through Friday, and 7 a.m. to 4 p.m. CST on Saturday. Our roadside team's hours are 6 a.m. to 7 p.m. Monday through Friday, and 7 a.m. to 4 p.m. on Saturday. Outside of these hours, roadside calls are routed to our partner vendors. Roadside assistance is available 24 hours a day, seven days a week. The National Service Department has a staff of approximately 240 people. We have 53 Maintenance Coordinators who handle preventative maintenance, fluid services, brakes, and tires, along with more than 110 Service Advisors who handle every type of repair — from an oil change to a transmission failure. In addition, we have approximately 39 Service Coordinators who set up tows, lockout services, jump starts, flat tire changes, and other related requests. Supplier Network Enterprise encourages the use of our more than 40,000 Preferred Partners to ensure the highest level of service and greatest value with lower downtimes. In total, Enterprise has established relationships with nearly 90,000 maintenance and repair shops nationwide, which includes dealers and National Account partners. National Account partners include: Firestone, Michelin, Pep Boys, Tire Kingdom, Jiffy Lube, Valvoline Instant Oil Change, Goodyear, Discount Tire, and Grease Monkey. Our partnerships give our customers access to a vast, nationwide network of vendors who are ready to perform routine maintenance and repairs outside of the vehicle warranties. *
Service force. ESG Service force consists of a Senior Internal Service Manager at the Elgin, Vactor, Trackess and Switch-N-Go locations. Each service manager has 5-6 technical service specialists (TSS) focused on their respective product lines and dedicated to answering service related issues from dealers and end-user customers. The TSS reps travel as required. The sales and service reps have different responsibilities but often work together to support our dealers and end-user customers.. ESG also has a Field Customer Service Senior Manager with three Regional Service and Support Managers (RSSM) that live across the country and provide training, warranty and other customer support functions within their territories. These individuals travel extensively providing dealer and customer support. Xxx Xxxxxxx Equipment (JJE) also has over 68 dedicated factory trained technicians to support our products for both rental and sales equipment. *
Service force. Service and delivery is a critical part of New Deal Deicing’s mission to serve and support its customers. New Deal’s corporate inside-sales reps also function as customer service reps to ensure that all customers are handled as quickly and efficiently as possible. These staff members receive calls, answer questions, process orders, arrange shipping, check on delivery status and solicit customer feedback to ensure the entire sales and usage process is as smooth and efficient as possible. To enhance the customer experience, the inside-sales reps are supported by the network of the eight independent sales reps. The independent reps support new and existing customers with usage information, tips, and guidance. Additionally, New Deal’s four regional dealers are set-up to help and provide onsite-support to customers in their respective geographic regions. * 29 Describe the ordering process. If orders will be handled by distributors, dealers or others, explain the respective roles of the Proposer and others. The order fulfillment process is handled by the inside-sales and service reps in New Deal’s corporate office in Denver, CO. Third party orders received by New Deal’s independent sales reps are forwarded to the corporate office for processing. Orders received by dealers are processed on a case-by-case basis. Dealers that have inventory will ship and deliver directly to the customer. If a dealer lacks available inventory, orders will be forwarded to the corporate office for processing. After processing, the order will be drop shipped from one of New Deal’s distribution centers. Orders received by the corporate office are processed within the hour. Shipping instructions and bills of lading are generated by the corporate office and then forwarded to the designated outbound distribution center. Once an order has been processed and an outbound load booked, sales reps notify customers of the expected shipment and delivery date. Orders received after 5pm on normal business days will be processed and shipped on the next business day unless rush service is requested. Rush orders for de-icing product are always processed immediately and shipped with 2-4 hours. * 30 Describe in detail the process and procedure of your customer service program, if applicable. Include your response-time capabilities and commitments, as well as any incentives that help your providers meet your stated service goals or promises. Responsiveness and quick order processing is an integral part of...
