Page 14 - SEP OCT 2019 CFESA Mag website
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OEM EDITORIAL
JIM JOHNSON
DIRECTOR OF AFTERMARKET SERVICE
ACCUREX
team and utilize industry accepted
software to manage all field activity
Accurex Q&A from report of issue to resolution.
Building an Authorized Service Network
from the ground-up is a difficult task Q What were the challenges or
and a task that Jim Johnson of Accurex considerations you needed to work
tackled head on with the help of CFESA through in setting up your Authorized
member companies. Service Network?
A The challenge started with the
Q What was the state of the Accurex realization there was not an easily
service network or how did customers identified network to plug into.
address service prior to having your Secondly, we needed to understand
Authorized Service Network? what type of network was needed to
support the products and customers.
There are many pieces to a Kitchen
A Accurex did not have a formal Ventilation System (KVS), which include
post-sale service and support network. installation, startup, air system test
Customers would contact either their and balance, grease duct cleaning, fire
Accurex account manager, mechanical suppression installation & certification
contractor or available service as well as planned maintenance and
company. reactive service. There are different
groups that typically handle each
of these individual pieces, some
Q What was the level of customer
satisfaction with this type of service organizations that can support multiple
model? pieces and very few that provide
everything.
A Customer Satisfaction was not
measurable with the existing model. Q What were the qualifications
We were not a part of the conversation you were looking for in an Authorized
with regard to the issues being Service Agent?
experienced or timeline to repair.
Our customers would reach out for A The qualifications are fairly
warranty part coverage after the fact straightforward, as KVS work requires
with minimal documentation of the technicians with HVAC-R training and
process, which resulted in very little certification. Fortunately for Accurex,
usable information. We now have a those abilities already resided within
dedicated, full-time service support
14 CFESA Magazine | SEP / OCT 2019 | www.cfesa.com
