Roland Rolls Out Its Mojo
Roland
Posted 2004-12-15
Los Angeles, December 14, 2004-Roland is proud to roll out MOJO, the latest
milestone in the industry leader's ongoing commitment to superior customer
service. MOJO is a one-to-one customer interaction program that Roland has
developed to better serve its customers. The MOJO model currently includes
MOJO Product Support, Hands-On MOJO events (including clinics and special
events) and interactive online MOJO Communities.
Earlier last summer the company commenced laying the foundation for MOJO by
expanding Roland product support hours. Roland Product Support Specialists
now field calls from 7:30am to 6pm Pacific Standard Time, Monday through
Friday - an increase of 12 hours per week, or 624 hours per year. This is
the equivalent of 26 days per calendar year.
"The recent changes in our Product Support department are part of our
long-evolving commitment to customer support and MOJO," says Roland V.P.
and M.I. General Manager Chris Bristol. "In an age where the average wait
time in the service industry could be anywhere from 2-15 minutes, we offer
our customers an average wait time of 30 seconds."
Roland U.S. receives approximately 120,000 product support calls per year.
In October of last year Roland launched the second phase of MOJO, by
providing downloadable Owner's Manuals in PDF format. In addition to
supporting current line products, Roland is one of a handful of companies
in the business that continues to support legacy products, some of which
date back 30 years.
"In 2005 MOJO will continue to evolve in order to better serve our
customer's needs," Bristol enthuses. "We look forward to launching a
multitude of dynamic solutions, including a profile management system,
clinic notification function, and pre-registration option for online
support."
Roland intends to expand the MOJO program to include Email Help/Support,
Call-Center Automation, and Online Forums.
Roland is a world leader in the design, manufacture and distribution of
electronic musical instruments, professional audio equipment, multimedia
products and music accessories. For more information, contact Roland
Corporation U.S., 5100 S. Eastern Ave., P.O. Box 910921, Los Angeles, CA
90091-0921, (323) 890-3700 (x3718 for media use only), www.RolandUS.com.
