Hartson-Kennedy Cabinet Top Company, Inc. is taking steps to offer customers premier service in the countertop business.  In March, Hartson-Kennedy combined its customer service and order entry departments, and created a new customer service help desk at the company’s corporate headquarters in Marion, Indiana.

The changes were driven by the company’s strategic plan to become more operationally efficient and responsive to customers.

In a recent customer survey, Hartson-Kennedy requested feedback on the company’s customer service efforts.  The majority of customer responses wanted to see improved communication and accessibility with HK. 

The company responded by creating a help desk consisting of three experienced customer service professionals to handle incoming calls and provide immediate answers to customer questions regarding the status of orders, laminate inventories, lead times, and any other questions that do not require the customer’s  individual account representative.  Customers still have the option to be transferred to their specific account representatives but are no longer required to wait for answers should that representative be assisting another customer.

In addition to the increased service during normal business hours, customers now have the ability to leave a message at the help desk after normal business hours, something that was not previously available.  This is proving beneficial for customers who are in different time zones and need an issue addressed as soon as possible.

The Hartson-Kennedy help desk is already having a substantial impact.  Hundreds of calls have already been fielded since the help desk launched in early March.  Company officials hope that number will continue to grow as customers become aware of the help desk option in the coming weeks.