Company: TRUMPF Inc., Farmington, CT
Company Description: TRUMPF Inc. is the largest subsidiary within the TRUMPF Group and is one of the largest manufacturers of fabricating machinery in the United States. TRUMPF Inc. is dedicated to serving the North American market needs of fabricating machinery, OEM laser, and laser marking. The TRUMPF Group is a world leader in sheet metal fabrication machinery and industrial lasers.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries

Nomination Title: TRUMPF Inc.

Tell the story about what this nominated department achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

TRUMPF Inc.’s Customer Service Team shows great enthusiasm for serving our
customers. Such passion and commitment made it possible to implement several
changes during the past year, which resulted in maximizing a positive customer
experience.

Team members of TRUMPF Inc.’s Customer Service Department work in three
different areas: 1. Machine Service, 2. Customer Training and 3. Spare Parts.
In the following I describe how members of each division made last year a great
year.

1. The Machine Service Team receives on average 6000 customer calls per month.
Up until a year ago, all were put into a call-back queue by front office
members and the customer had to wait for a back-office engineer to return the
call. We realized that eliminating the wait for the call back would improve our
customers’ service experience greatly. The front and back office members worked
together, changed a key process and became a highly responsive team.

Today, incoming calls into the front office are answered on average within 10
seconds by a front office representative. The Machine Service Team went from
directly handing off 0% of incoming calls to a back-office engineer, to
directly handing off 50% of the calls by April. They are now working toward the
goal of 60% direct hand-offs.

This change is a big step toward service excellence, and one of our longtime
customers summarized the results of the Machine Service Team’s efforts with
this statement: “TRUMPF’s Customer Service is the best it has ever been.”

2. During the past year TRUMPF Inc. expanded the Customer Training Center from
15,000 square feet to 25,000 square feet. The training center team supported
this project from the start by helping with the new center’s design; they
designed and even built parts for movable furniture to accommodate seminar-
style training classes, developed curricula for additional training classes in
a joint effort with the Engineering department, and cross-trained themselves to
be able to teach a wider variety of topics while maintaining the same
headcount.
;
3. The Spare Parts team brought the customer experience to a whole new level
during the last year. A year ago, only 40% of all incoming calls were answered
within 20 seconds. Now 70% of incoming calls are answered within 20 seconds or
less by a live person who is empowered to help the customer and will remain on
the line until the concern is fully addressed.; The Spare Parts team exhibits
a “can-do” attitude. They go the extra mile to help customers keep their
machines running so that they, in turn, can satisfy their customers.;

TRUMPF Inc.’s Customer Service Department started the year with the goal to
make our customers happy. It has been a great year for the Customer Service
Team and for our customers because we made significant steps toward delivering
excellence in service in a winning environment. TRUMPF Inc.’s supportive,
flexible, passionate, and loyal Customer Service Team is well-suited to the
honor of being named Customer Service Department of the year.;;;

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Kevin Domingue serves as TRUMPF Inc.’s Vice President of the Customer Service
Center. Kevin joined TRUMPF Inc. in 1989 as a Field Engineer for Laser
Machines. Since then, Kevin has implemented many improvements in Customer
Service to ensure job satisfaction for his team members and unparalleled
service to our customers.

The average tenure of our Customer Service associates is 9.5 years, and there
has been a less than 5 % turnover rate during the last year.