Georgia-Pacific now offers cutting-edge virtual job-site visit technology through its Technical Services department. The technology, in use since January 2023, enhances the company’s customer support efforts and introduces a new tool the team can use to augment customer experience.
Utilizing a link sent to a customer’s handheld device, members of the Georgia-Pacific tech services team (with 150 years of combined experience) can stream through the customer’s device camera to get a view of the job site. Once a digital connection has been made, the Georgia-Pacific employee is able to annotate the screen, take screen shots and gain a visual perspective to better facilitate a discussion with the customer.
Using digital connectivity provides real-time access to the customer, which expedites the team’s ability to answer installation questions or help resolve jobsite issues. The virtual jobsite visit technology also facilitates training for new employees in the field.
“We are always evaluating new ways to help our customers,” says Tyson Lodge, director of technical services capability for Georgia-Pacific Building Products. “Our customers who have opted into this technology solution are impressed with how quickly we’re able to answer their questions and get them back to work. This technology allows us to better understand customer needs and lets us move forward with providing a solution faster than before.”
“This technology is not intended to completely replace face-to-face customer interactions, and we will always prioritize interacting with customers in a way that will provide the most accurate, reliable, and timely information possible. Virtual job-site visit technology is a customer-focused solution for all job sites when time is critical to diagnose and solve customer needs. We’ve gone from taking hours or even days to get to a customer’s site, to being able to get them back to work within minutes; we’ve expanded the reach of our technical services and can provide a higher level of job-specific solutions.”
The virtual job-site visit technology is currently in use across all Georgia-Pacific building products tech services.
