Solutions Center

By Matthew Corbett

Paving the road to improving HARMAN Luxury Audio’s Global Support team.

REDIFINING CUSTOMER SUPPORT

As the world came to a ruthless halt; a pandemic continues to stand tall. What seemed like an impossible mission, maintaining a positive foundation for our support team on a global scale seemed almost hopeless.

It has always been an important task to provide exceptional customer service on a global scale, even in our new normal. As people all over the world hunkered down to enjoy their music and movie experiences, we continued to push forward.

For years, a small team in the UK and the U.S. fought on the front lines to provide the best possible support to our customers during the pandemic. But we wanted to create a greater experience for our global customer database consisting of Dealers, Distributors, Service Providers and Consumers, which meant only one thing: the need to expand was critical.

In 2022, we listened to your feedback, your requests, your ideas, and made it happen. Introducing the Sitel team, an undertaking that has proved fruitful. Adding this fantastic set of team members to our customer support crew means that the needs of our customers can be met with exquisite precision on a necessitated global spectrum.

Consisting of 13 dedicated agents, the Manila-based team cover all time zones taking immaculate care of every incoming request. Pair that with perfect triage in place, together, we are leading the Luxury Audio Division in fine-tuning customer support you might not catch in other companies. The feedback for this new integration have been extraordinary, solidifying these hopes in maintaining our mission. Now, with consistent, prompt response times to all inquiries, we can say that our mission is a success. But the work is not over, nor can it end. This it what continues to make this program motivating and exciting for the coming months ahead.