How Focusing on enhancing the customer experience led to a more Customer Centric Culture
news

Posted on 6/8/2015 by Chief Team



For the past two years, a team made up of folks from departments across our organization have been defining and working towards what it means to be the easiest partner to do business with. We wanted to find that next level of service we could provide to our customers that would make their lives easier. We didn’t want to assume we knew, so we went right to the source – you.

We hit the road to interview folks on what being easy to work with means to them. Over 150 interviews were conducted across 90 integration firms and documented to begin the effort. We talked with internal and external teams, managers, installers, dealers, purchasers and more – in order to find out what we were doing well and what we could do better.

A theme in the research that kept appearing was the desire for one, consistent experience across Milestone brands. This means one account, one website and one phone number. Customers wanted to access their account information online including pricing, order tracking and product availability. They needed automated order status, confirmations via email and quick-turn quotes. In short, they wanted many of the same features found on consumer websites, like Zappos and Amazon – an Amazon of AV so to speak.

To do this, we needed to look not only at a new website experience, but also our processes and the way customers interact with us. Quite simply, we needed to find ways for our customers to have a consistent experience no matter how they contacted us. It could be via Chat, phone, website, sales person, etc. We needed an omni-channel experience. It was important to look for ways to streamline the experience using a new website as the gateway to a new, much easier and convenient level of service.

We’re excited to announce the launch of milestone.com – a new digital experience with new functionality developed specifically to make life easier for you.

Features include enhanced browsing to include comprehensive search and filtering options, compare product specifications, find drawings, more photos, case studies and videos. We’ve also made sure to highlight the helpful tools you love, such as MountFinder, Design Center or Screen Designer. 

A New Milestone Online Account

You now have the ability to create a login to an online account, which gives you access to expanded functionality on the transactional side. With your account, you get access to the following:

  • Easy shopping cart function to add products to an order
  • Pricing, quick quotes, and freight costs
  • Order status, tracking and alerts
  • Place POs for either brand
  • View lead times before you order
  • Save project information in the system
  • Download order history, credit memos and order confirmations
  • Export order history to an Excel document or upload product lists into the system
  • Add Sanus products to an order (if authorized) For more information on how Sanus dealers can benefit from the site, please see our Frequently Asked Questions.

Please note: If you have access to our old online portal, the same username and password can be used to log in to the new account. 


For questions on navigating your new Milestone online account, please download our Navigation Guide. 

Contact Us 

We still welcome you to call, email, fax or chat with us if that’s your preference, however we’ve streamlined that experience for you as well. You can now reach both Chief and Da-Lite Customer Care Teams in one place. 

P. 1.866.977.3901
E. info@milestone.com
F. 1.877.894.6918 

If you haven’t already done so, take look around. We’re extremely excited to roll out this enhanced digital experience and feel it’s one giant step forward to being the easiest partner to do business with in AV. 

Other questions? Check out our Frequently Asked Questions or give us a call. What is our next level of service? Stay tuned. This is just the beginning!