For the past two years, a team made up of folks from departments across our organization have been defining and working towards what it means to be the easiest partner to do business with. We wanted to find that next level of service we could provide to our customers that would make their lives easier. We didn’t want to assume we knew, so we went right to the source – you.
We hit the road to interview folks on what being easy to work with means to them. Over 150 interviews were conducted across 90 integration firms and documented to begin the effort. We talked with internal and external teams, managers, installers, dealers, purchasers and more – in order to find out what we were doing well and what we could do better.
A theme in the research that kept appearing was the desire for one, consistent experience across Milestone brands. This means one account, one website and one phone number. Customers wanted to access their account information online including pricing, order tracking and product availability. They needed automated order status, confirmations via email and quick-turn quotes. In short, they wanted many of the same features found on consumer websites, like Zappos and Amazon – an Amazon of AV so to speak.
To do this, we needed to look not only at a new website experience, but also our processes and the way customers interact with us. Quite simply, we needed to find ways for our customers to have a consistent experience no matter how they contacted us. It could be via Chat, phone, website, sales person, etc. We needed an omni-channel experience. It was important to look for ways to streamline the experience using a new website as the gateway to a new, much easier and convenient level of service.
We’re excited to announce the launch of milestone.com – a new digital experience with new functionality developed specifically to make life easier for you.