PreSonus has announced a new concept in customer relations with the formation of its Customer Satisfaction Group. The idea behind the Customer Satisfaction Group is to move the concept of customer support to another level. “The old model of simply reacting to people’s concerns or problems – no matter how well you do it – is no longer enough,” CEO Jim Mack observes. “It’s a connected world, and communication is instantaneous. We’re reaching out to establish an ongoing, two-way conversation with our customers to find out about their entire user experience – about what they’re doing with their gear and about what works for them and what doesn’t.”
The new Customer Satisfaction Group initiative will be led by Global Service Manager Jon Ross and will combine aspects of the company’s Technical Support, Global Service, and Quality Assurance departments. As Ross points out, combining these aspects will empower the group to focus on the entire PreSonus user experience. “From testing and verifying the functionality of new products, reviewing the documentation and packaging, and providing both pre- and post-sales support, the Customer Satisfaction Group will be in an ideal position to truly understand, influence, and enhance the entire end-user experience for our customers.”
In other news, PreSonus has named Patrick Foucher to the newly created post of Chief Information Officer. In his new position, Faucher will oversee the streamlining and unification of the company’s communications infrastructure, focusing on end-user experience across the entire suite of PreSonus hardware, software, and online solutions, as well as internal data and communication platforms.