Blanchard Takes Customer Service to the Next Level

Go to a Blanchard branch during a typical business day and you’ll see machines coming on and off the yard, Technician’s arms deep in machines, and Sales Reps going to and from job sites.

But Blanchard’s customers don’t always work regular business hours.

“We have customers who work all hours of the day and night,” said Denise Dunn, Corporate Marketing Manager at Blanchard Machinery. “And we’re always looking for better ways to meet their needs when we’re not in the office.”

That’s how the Business Development Center (BDC) came to be. From 7:00 a.m. to 7:00 p.m., customers can call or chat online with one of the company’s three Business Development Specialists. The Specialists aren’t meant to replace a customer’s relationship with a Sales Rep or a local Blanchard branch, but they can help customers who might not know who to call.  The BDC even has a bilingual Specialist who can help customers who prefer to speak in Spanish.

So far the service has been useful.

“We had one customer call about service they needed on a piece of equipment,” said Andrew Hallman, a Business Development Specialist at Blanchard Machinery. “It was 6:00 at night so everyone had already gone home for the day, but the customer had to do a couple more hours of work. We were able to get in touch with someone in Summerville and get the machine up and running.”

So what happens after 7:00 p.m.?

“We know emergencies happen,” Dunn said. “And we never want our customers to be on their own if, say, a hospital generator goes down at 2:00 in the morning.”

When the BDC Specialists leave for the night, customers can still reach an answering service by calling 1.844.BLANCHARD. In an emergency situation, the operator will contact an on-call Blanchard employee and send them out to service the equipment. For non-emergencies, customers can leave a voicemail and a Specialist will call back the morning of the next business day.

“It’s all about finding new ways to get our customers what they need,” Dunn said. “If we can do that, we’ve had a good day.”

Contact our Business Development Specialists

You can contact our Business Development Specialists from 7:00 a.m.-7:00 p.m. by calling 1.844.BLANCHARD.

Si está interesado en una maquina usada, nueva o para rentar, puede llamar 1.844.BLANCHARD y preguntar por Ruben.