I just wanted to introduce myself to the community. My name is Adam Koffler and I joined Onto on the 4th January 2022 as Chief of Customer Experience.
So who am I? I’m married, have 2 lovely daughters (grown up) and 3 dogs (cockapoos). I’m a complete newbie to EVs and got my first one (Audi E-tron) with Onto in December 2021. I have no doubt I’ll be asking for your help on how to do ‘x’ and ‘y’ over the next few months, it’s already been a ‘journey’ (I do have range anxiety, if you have any tips, I’m all ears).
Where did I come from? My background includes 30+ years experience working in Logistics, of which 26 years at FedEx where I’ve worked across a variety of roles including designing customer experiences and running contact centres across Europe, Middle East and Africa. After FedEx, I joined Amazon and spent 3 years living in Luxembourg as Director of Consumer Customer Service Support for Europe before taking on an even bigger challenge of Global CS support position, which I did for a further 3 years. My last position before I joined Onto was as VP Customer Experience at Bulb Energy (yes I am a Bulb customer and yes I’m testing their EV tariff and not related to Bulb, I had my Pod Point home charger installed today).
As you can imagine, I’m super excited about joining Onto as they continue to scale and revolutionise the way we think about cars.
What have I been doing for the past month? The short answer to that is learning. So far I’ve spent time across Customer Service, Operations, Logistics and Credit Control, doing side by side with agents to see how we are interacting with our customers. I’ve listened to calls, read emails/chats/complaints and really enjoyed reading the vibrant threads in this community. I’ve also spoken to a number of customers, and I’ve learnt a lot about what we can do to improve.
That said, I can see the improvements the Onto CS team have achieved last year. This is thanks to @Carol leadership with the most recent improvements being the doubling of our CS team as of 10th January 2022, creating a new help centre to make it easier for you to find support and adding more support with @Claire_at_Onto helping @Raheel_at_Onto in the community. We aren’t stopping here. We know we can improve and we will.
So what does the future hold? I have a clear vision on how we can scale gracefully. Over the next few months, we will be looking to improve the tech we are using across our contact channels (known as Omnichannel experience) to make it effortless for you to get through to a CS agent with the right tools and permission to solve your queries at first contact. I’ll also be focusing on how we deal with customer complaints, not just how quickly we resolve issues, but what we learn from those complaints to fix problems that we consistently see. We will also be further expanding the coverage and engagement with this wonderful community. As we go further into the future, we aspire to create experiences where you as customers can do anything an Onto CS agent can do, but when you need help, you will get it from an agent that can solve your problems.
I’m naturally curious and love to learn, so if you have ideas or suggestions on how we can make the Onto experience better, then please feel free to tag me on posts. For customer service related questions, we will ensure that we are monitoring the forum and engaging in a timely manner, but feel free to continue to tag @Carol or I. As Carol said in her introduction last year, we might not be able to solve everything for everybody straight away, but we are listening, and we will share with you our continued commitment to effortless experiences with Onto.
I’ll sign this post off with a question for you all. Where have you seen the biggest improvement at Onto in the past year and where do you think we can still improve?
Look forward to being part of this great community.