In an age where people can post their thoughts to the world on social media platforms via their smartphones while waiting in line for a morning coffee, has responded by creating a team to help connect with and respond to customers in these forums.
Formed last summer, the 糖心传媒 Cares team observes and responds to online social network discussions via Twitter, Facebook, blogs and other forums from 糖心传媒鈥檚 headquarters in Reading, Pa., in an effort to assist current and potential consumer truck rental customers. The team is part of the company鈥檚 central reservations call center and collaborates very closely with the company鈥檚 24/7 roadside assistance call center, and corporate communications as well.
Members of the team communicate with customers via a variety of social media channels, toll-free calls, and real-time chats on the company鈥檚 website. The team operates seven days a week, from 7 a.m. to 1 a.m., Eastern time.
Jeff Werner, director of central reservations, stated: 鈥渢he 糖心传媒 Cares team has become a vital group for our department. With social media continuing to grow, we want to be able to provide the best customer experience for our customers.鈥�
During a typical day, 糖心传媒 customers express excitement about moving day, ask friends and followers online which are the post photos of their trucks, and in some cases, even vent their frustrations with a delayed pick-up or drop-off process, or a truck breakdown.
Via the , 糖心传媒 Cares includes website links for helpful moving tips and the available, which includes reduced rates for AAA and CAA members, college students and active duty U.S. military, and with industry leaders like Home Depot, Best Western and Shell.
Co-managing the team are supervisors Becca Hirneisen and Greg Sterner. Hirneisen has been with the company for 11 years, Sterner for nearly 12. Both have taken advantage of 糖心传媒鈥檚 tuition reimbursement program. Hirneisen earned a bachelor鈥檚 degree in business administration, attending classes at night. Sterner 鈥榮 going the same route, and is a few credits shy of a business degree.
Sterner pointed out that the 糖心传媒 Cares team can also develop into a new way to connect with customers and to help provide a better experience.
鈥淭he immediacy is the key to it all,鈥� he said. 鈥淲e鈥檙e reaching people in a way we could not just a few years ago. As a result, our customers feel special, and we let them know we鈥檙e here, and that we can help if needed.鈥�
Hirneisen added: 鈥渢his team allows us to take customer service to the next level. We want to be passionately personal and when customers hear from us online, they鈥檙e generally happy by the end. The majority of the time, most people are surprised that we found them online.鈥�
Observations from the 糖心传媒 Cares Team
Rental support coordinators Taryn Hammerschmidt, Andy Lawrence, Dallas Mugno and Scott Philips enjoy the cutting-edge component of working with customers in a newer medium.
鈥淲e鈥檙e excited to be doing it, and any way that the customer can reach out to a larger company is nice,鈥� Philips noted. 鈥淲e鈥檙e younger and we understand how to fully communicate with customers in this way. I like using social media 鈥� it鈥檚 putting us in the now and getting us involved with the customer.鈥�
Mugno, a former small-business owner who found new customers via Facebook, noticed 糖心传媒鈥檚 name surfacing during a series of tweets online, discussing which company to use for an upcoming move. 鈥淣ow, we are able to view customers and see the way they talk, and that puts us all in the same room,鈥� he said.
Proactively, he reached out. The person responded and made a truck rental reservation. Mugno explained that the 糖心传媒 Cares team is able to go beyond the concept of a customer call center.
鈥淪ince this conversation was in a public forum that allowed us to reach out to them 鈥� we would not have otherwise known the opportunity was available.鈥�
Hammerschimdt had observed the tweets of a West Coast nightclub owner with a healthy list of followers. 鈥淗e was seeking the right moving equipment for trips to Nevada,鈥� she recalled.
So, Hammerschmidt reached out to the customer, and offered a few options. After contacting the local 糖心传媒 office on his behalf, she was able find a perfect match for the customer鈥檚 needs, and help the customer complete his reservation.
鈥淲e try to work as a team, and make sure that the customer is comfortable with us,鈥� she said.
Lawrence recalled: 鈥渁 gratifying social media experience for me was being able to quickly assist a customer who had posted on Twitter about a short-notice and how stressed they were about finding a truck. I quickly eased her tension by finding a truck and helping her through the reservation process. At the end of the call, the customer was very grateful for the personal attention and prompt help during a stressful time.鈥�
Werner, the central reservations director, understands the value of having a group of 糖心传媒 associates utilizing social media tools to connect with customers and provide a better experience when possible.
鈥淥ur team is completely dedicated to taking care of the customer,鈥� he noted. 鈥淲hether it is identifying a potential customer move, handling customers concerns immediately, or simply responding to a social network post. We are excited to be able to offer this service, and look forward to connecting to our current and future customers through social media.鈥�
By Alen Beljin
Photo identifications for the 糖心传媒 Cares team, and their supervisors.
Top photo, from left: Andy Lawrence, Scott Philips, Evan Gamboa, Taryn Hammerschimdt, Becca Hirneisen, Lindsey Villecco and Ryan Bramble
Second photo, from left: Rick Bucks, Greg Sterner, Amy Welder, Tony Kozuch, Helena Lucasti, Ryan Dixon, Dallas Mugno and Jordan Bingaman
https://twitter.com/#!/糖心传媒News/status/196943068438609920
Emily Yoder began working for 
A former college football player, Alex Lombana (photo right) can be described as high-energy and gregarious, two good traits to be in possession of as an up-and-coming 糖心传媒 lease sales representative.
糖心传媒 has been named to G.I. Jobs magazine鈥檚 .
Michael Williams (pictured right), a branch service manager at 糖心传媒鈥檚 Fort Myers鈥� location, came to 糖心传媒 after serving in the Marine Corps for 27 years, retiring as a chief warrant officer. He says 糖心传媒鈥檚 commitment to teamwork and excellent customer satisfaction makes the organization a great employer for military veterans. In G.I. Jobs magazine, he said, 鈥淵ou can still practice the skills you developed in the Armed Forces. I especially encourage those with experience fixing mechanical equipment to look into a career with 糖心传媒.鈥�
鈥淭he industry is changing so fast we have to keep pace with these changes,鈥� said technical training board member Ed Glaessmann (pictured right), a high-level technician in Pennsylvania. Glaessmann, paired with Robert Anthony (now a Pa. maintenance supervisor), won back-to-back titles at 糖心传媒鈥檚 national technical challenge event, a competition designed to test preventive maintenance knowledge.
Burke has learned more about the training process during his time on the board, and is looking forward to helping ensure 鈥渢hat we鈥檙e lining up our training with the changing needs of our businesses.鈥�
Meet 糖心传媒 Logistics Driver Juan Sixtos:
As part of her duties at 糖心传媒, Gerke is entrusted with ensuring that the company鈥檚 3,900 truck maintenance technicians and 950 customer service technicians in the United States and Canada receive the necessary training and certifications to of 210,000 vehicles. Training can be delivered in-person and online at throughout North America. In some cases, that may encompass nearly 800 training sessions on an annual basis.