Keystone RV Co.’s recently completed integration with IDS will give dealers using the company’s G2 business systems quicker authorizations, warranty claims processing, parts order entry, retail registrations entry and reduced administrative costs, according to a press release.
“What this will mean to our dealers is a significant savings in labor costs each year, as well as the capability to be more efficient and profitably manage their parts and service business,” said Randy Mast, vice president of customer service for Goshen, Ind.-based Keystone. “In addition, this tool will enable Keystone to respond to our dealer’s needs quickly and more effectively, delivering even better customer service.”
Mast added that Keystone has invested heavily in customer service over the past several years, expanding even further what he believes is the company’s leadership position.
“We have invested in the necessary infrastructure to take care of our customers,” Mast said. “For example, we receive 1,200-1,500 customer service calls each day during the peak season. That’s a huge number of calls, something in the neighborhood of three calls each minute during the business day.
“We have the infrastructure in place to handle this kind of volume. On average, our service representatives answer 95% of those calls without delay which avoids voice mails and excessive hold times.”
Mast reported that Keystone has also made a significant commitment in trained customer service representatives and technicians.
“All our technicians are RVIA/RVDA certified or master certified,” he said. “Our CSRs are all ICSA Certified. We believe this delivers a significantly better service experience for our customers.”
In addition, Keystone has raised the service standard through their warranty administration process.
“Most RV manufacturers require the dealer to contact each vendor individually on warranty matters,” said Mast. “For the dealer and retail customer this can be a very frustrating experience. At Keystone we have always taken pride in being a ‘one stop shop’.
“While the unit is under warranty, dealers contact us directly and we handle it with the vendor for the dealer. Simplifies the process for the dealer and delivers a better service experience for the retail customer.”