TIE-Fanucworld - Customer Service Department of the Year

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Company: TIE-Fanucworld, LaVergne, TN
Company Description: TIE-Fanucworld is a leading national supplier of refurbished industrial electronic component parts to end users, integrated suppliers, independent machine service providers and industrial resellers. TIE-Fanucworld launched its new e-commerce web site to support online purchasing and quote requests to address key critical factors of time, product availability, technical support and pricing.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries

Nomination Title: TIE-Fanucworld

Tell the story about what this nominated department achieved since the beginning of July 2015 (up to 650 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:

TIE-Fanucworld supplies more than 12,000 machine shops, service providers and integrated resellers nationwide with refurbished and new parts that are critical to the manufacturing process. With tight deadlines and slim margins, customers have relied on us for more than 24 years to help them get their equipment back up and running to keep the production line going.

TIE-Fanucworld built its business on providing outstanding customer service backed by an in-stock inventory of up to 75,000 parts, ready to be shipped out same day. In an impersonal age of answering machines, virtual assistants, text messages and email, the customer service and tech support team at TIE-Fanucworld is dedicated to delivering personalized high-touch service. Central to TIE’s success is the “can do” attitude that permeates our entire culture—everyone wants to get the customer back up and running in the shortest time possible. Our customers have tight deadlines as they deliver goods in the automotive, aerospace, oil and gas, medical and other metal working industries. If their machine goes down and production grinds to a halt, It is critical that they have a reliable vendor for a quick response.

We strive to get the customer’s machine back up and running, whether it results in a sale or not. What sets TIE-Fanucworld’s customer service team apart from others is that we truly care on a personal level. Our number one goal is to make it easy to do business with us, combined with creating an outstanding user experience. This is not an easy task when you consider that each of our 12,000 customers have unique configurations for their equipment. To service this sector, TIE maintains a constantly changing inventory of more than 75,000 different parts.

Customer Engagement

Our customers choose the way they want to communicate with us via phone, fax, email, or online. The 10-member customer service/tech team responds to approximately 3,000 requests each month. During business hours, every phone call is answered within 4 - 5 seconds and the volume ranges from 1,500 – 2,500 phone calls per month. With the new web site and online marketing campaigns, we’ve seen an increase in call volume of approximately 20 – 30% over the past year.

Online requests are up 10% and our team processes more than 1,200 requests monthly by preparing an itemized quote that’s delivered to the customer within 2 to 30 minutes. Whether we stock the part or not, the team goes above and beyond to offer all options including repair, exchange, new or outsourcing. Once an order is approved, the team pulls the part from inventory, tests it on FANUC approved controls, and ships it out same day. Approximately 80% of orders go out same day. After hours, we have a dedicated team member who takes calls at night and on weekends.

TECH Support

From the first call at 7 am to the last call at 7 pm, our customers’ machines are down and they need immediate help. Most customers know what they need, yet others need help to troubleshoot their problem. TIE-Fanucworld offers free tech support to everyone whether they are a customer or not. Often, we help them get their machine back up and running, and they don’t need to purchase a part from us.

Our tech support team has helped thousands get their machines up and running. Our team patiently walks them through the process to check each part along the way. If the customer does need a part and TIE-Fanucworld doesn’t have it, our team tries to help them source the part, even if we have to shop competitors. Customer uptime is our number one goal.

TIE-Fanucworld is proud to boast a net promoter score (NPS) of “82,” while the global benchmark is “36” among 97,000 organizations. Whether the customer is looking for a part or needs free tech support, every employee at TIE believes our job is never finished until the customer’s machine is running.