“I joined Tipmat as a customer service assistant in March 2023, transitioning from a background in the catering sector,” shares Claire Tilly, now a driving force in customer care and efficiency at Tipmat in Grandchamp-des-Fontaines (44). With her expertise in high-paced customer service, Claire quickly mastered her role, taking on strategic assignments to improve the after-sales experience. Her training with after-sales managers laid a solid foundation, allowing her to soon manage critical tasks independently, such as overseeing maintenance schedules across the Nantes region. Using data from Machine IQ and customer calls, Claire effectively coordinates technical interventions and optimizes technician schedules to deliver fast, responsive service.

Beyond operational duties, Claire has become a trusted advisor for maintenance contracts and extended warranties, building customer loyalty from the moment a new machine is purchased. She tailors each contract to meet unique customer needs, strengthening the trust customers place in Tipmat. Over a year into her role, Claire’s commitment and adaptability align perfectly with Tipmat’s growth: the company recently invested in two additional service trucks for the Île-de-France region, extending service reach to the east and west. This expansion underscores Claire’s pivotal role in Tipmat’s success and her dedication to guiding the company toward new opportunities.

For Bobcat, Claire shared her insights on customer-centric service:

How do you identify service opportunities based on machine lifecycle and usage?

Machine IQ notifies me 40 hours before maintenance is due, allowing me to send estimates to customers well in advance. If I don’t hear back, I follow up with up to three reminders before marking the estimate as ‘lost.’ I also coordinate timing with customers to ensure scheduled maintenance minimizes downtime on-site.

How do you prioritize maintenance requests?

I prioritize requests based on customer urgency and the specific maintenance needed. With dedicated technicians and trucks, we’re able to handle scheduled maintenance on time without needing to delay for emergency repairs.