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Providing Top-Notch Technical Assistance for Mitchell Customers

—June 09, 2015
Providing Top-Notch Technical Assistance for Mitchell Customers

Most people think of Mitchell as a provider of software solutions for the collision repair shop and insurance industries. But in the era of social media, when one unhappy customer can tell thousands about a bad experience with a couple of keystrokes, we know that we’re really in the business of keeping our customers happy. We pay a lot of attention to stats like these:

  • 96% of dissatisfied customers never complain but 91% of them never come back.
  • It takes 12 positive experiences to make up for one unresolved negative experience.
  • News of bad customer service reaches more than twice as many ears as praise for a good experience.

Pictured above are some members of Mitchell's TAC Team from left to right: Markus Klotzek, Dino Danner, James Williamson, Justin Burns.

Our commitment to our customers

We want you to have an optimal experience every time you use a Mitchell product. That’s why we’re committed to giving you the best possible technical support. Quite often, you can do that using FASTLANE, our online support tools. It offers a variety of self-help options like video demos of product features and hundreds of step-by-step tech solutions 24/7. But, if you ever need hands-on, personalized help, you can call our Technical Assistance Center (TAC).

“We want to make sure you get the help you need promptly and efficiently from someone who is familiar with the specific products you’re using,” says Markus Klotzek, Technical Support Director. “Every Mitchell client has access to a dedicated 1-800 line for either auto collision repair or collision insurance. When you call, you’ll speak to a TAC team agent here in the U.S. who has attended six weeks of extensive training with the products you’re using.”

Your TAC agent can provide technical assistance with a range of problems, concerns and questions on topics that include installation, configuration, error messages and how-to issues. And, since efficient resolution is a key metric for any customer service effort, every call to TAC is tracked from beginning to closure. According to Markus, TAC’s same-day resolution rate is approximately 88 to 90 percent.

“Our clients want to solve their customers’ problems quickly after a collision. They count on Mitchell products to help them. TAC’s job is to ensure those products are performing up to expectations,” said Markus.

Learn more about support and training

Learn more about Mitchell customer support and training for Mitchell customers.

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