Success Story

Business Issue

In order to provide a high level of service to their customers who experience a problem after they make a purchase, many manufacturers choose to outsource their customer support to Greentree. Greentree has been providing Post-Sales Service to major door manufacturers such as Masonite, Jeld-wen and Atrium since 2004. Greentree is currently handing over 10,000 customer service claims per year for these manufacturers. Information about these claims is consolidated and analyzed to categorize the types of problems and defects being reported.

Brand Response

Our technicians have helped these manufacturers identify and resolve many reoccurring problems experienced in the field. The manufacturers act upon this information and make improvements to product design, manufacturing processes, packaging and shipping methods wherever possible.

We’re very pleased with the service that Greentree has provided...They not only understand the mechanics of warranty service, but they also understand the psychology of handling customer complaints. They have a wealth of experience and have handled our customers in a thoughtful and professional manner.

Ron Brown
Regional Manager, Jeldwen Windows & Doors

Business Result

Using feedback provided by Greentree regarding manufacturing issues, design issues and installation processes each manufacturer has been able to correct issues that have affected their customers and their bottom lines. As a result they are all able to provide better quality products that are easier to install and are more reliable, thereby driving a high level of customer satisfaction.

Services: Post Sales Service: On-site Inspections, Customer Service, Field Service and Repair

Industry: Retail / Home Improvement