Friday, July 25, 2014

Manitowoc KitchenCare Expands Technical Support Capabilities

Manitowoc KitchenCare has launched a new technical support phone system in North America.   Now, when Manitowoc Factory Authorized Servicers or call 1-844-724-CARE primary number or any of the toll-free technical support numbers for Manitowoc brands, calls are answered by the new system.
Behind the scenes, callers are routed quickly to the first available Manitowoc cross-trained, expert technical support professional, giving priority access to store personnel and contracted service partners who are performing warranty or other service.  Cross-training among our Manitowoc KitchenCare Cooking and Refrigerated Solutions technical support team allows Manitowoc to utilize its extended teams more efficiently, meaning faster service for our customers through improved support for our service partners.
Manitowoc KitchenCare understands that fast, high-quality, consistent response to the questions and needs of our customers and service partners is a core element of our success. The new phone system is the first-phase of a multi-year plan to expand and improve global technical support capabilities within Manitowoc.  KitchenCare will integrate the new phone system with Customer Relationship Management (CRM) software, more web-enabled self-help based, QR/QI codes, and other advanced  service management systems. Together, this will enable KitchenCare to provide more immediate information and expert support to service providers and restaurants around the world.
Callers may notice some changes to previous technical support lines, including
  • Manitowoc KitchenCare identification.  All calls are answered on behalf of Manitowoc KitchenCare, reflecting our new single point of contact. Manitowoc KitchenCare supports Cleveland, Convotherm, Delfield, Frymaster, Garland, Kolpak, Lincoln, Manitowoc, Merrychef, Multiplex, along with all other brands in the extended Manitowoc Foodservice portfolio.  A new introduction explains this change to all callers. 
  • FAS partner priority.  Manitowoc provides top priority to factory-authorized technicians in the field, getting them to our top technical support team members fast.  This helps our contracted, expert service partners provide the fastest, most efficient and highest value service experience to our customers in all service situations.
  • New, efficient prompts for fast service.  The Manitowoc system is designed for fastest support, speeding callers to the right technical support function.  Manitowoc tracks results hourly, and makes changes "on-the-fly" when problems, challenges, confusion or delays are discovered.
  • New voices and sources of help.  By cross-training our extended Manitowoc team members and routing calls more effectively, callers may interact with different members of our highly-trained, expert technical support teams for certain types of support.  This is done in to provide the fastest possible support to callers.
Early data and feedback show that the system is working as planned.  Manitowoc nearly has eliminated any wait times for FAS technicians who need help when on service calls.  Chain account customers participating in subscription technical support programs for their restaurants and operations teams also are enjoying faster response.
Manitowoc KitchenCare welcomes comments, feedback and suggestions for improvement, and inquiries about our subscription technical support programs for chain accounts.  Please send your comments by e-mail to

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