Some customers who responded to Genfare’s 2024 annual survey last fall expressed disappointment in the service they received from customer care. We heard you loud and clear. In response, Genfare has renewed its focus on improving the customer care experience with changes that are already producing measurable results.

Genfare is more committed than ever to giving its customers “better service, better quality, a better experience, and better value,” says Sabeena Haridas, senior manager of aftermarket support. To achieve these goals, Sabeena and her team have taken several steps so far this year:

Reorganized to bring customer care and technical support together

In Sabeena’s most recent role in her long history with Genfare, she managed the technical support and training teams. In early 2025, in recognition of the success these teams have demonstrated under her leadership, Sabeena was also given responsibility for customer care. This move brought a new level of leadership to customer care and created synergy between all three teams to bring out the best in all of them.

“Having technical support and customer service working more closely together has been great,” says Sabeena. “We’re doing more cross training, so everyone has the knowledge they need to respond to queries quickly without having to ask around for information.”

The collaboration between these teams is enhanced by their physical proximity — the office was rearranged so both teams now sit in the same area. Support goes both ways. For example, if a customer care rep needs help identifying a part, they can ask a nearby technical support representative. If technical support determines that a customer needs a new part, they can ask the customer care rep to create a quote right away.

“These changes make a big difference,” says Sabeena. “The reps now feel a greater sense of ownership, allowing them to complete a task for a customer beginning to end without having to involve anyone else. It improves their response times, too.”

Put processes in place for quick responses

The customer care team aims to answer weekday emails within 24 hours. To ensure this is happening consistently, several improvements have been made:

Inbox zero

Customer care reps are carefully monitoring and clearing their email inboxes to keep important tasks in sight. The goal is to keep only emails that need responses in the inbox and archive completed tasks.

KPI monitoring

Metrics are tracked monthly, and reps are graded on their response times. “Our goal is to respond to questions in as near real time as possible,” Sabeena says. “For most emails, we are now doing that.”

PTO coverage

More formal protocols for coverage have been established to ensure no message gets delayed. If a rep is out sick or on vacation, their mailbox is monitored and someone is assigned to cover for them and respond to inquiries.

Response time improvements

In addition to answering emails and calls faster, the repairs, parts, and media ordering process has also been improved. For RMA, the average response has dropped from 4.5 days to 1.63 days. Most parts quotes are now addressed the same day they are submitted. And media orders are now roughly 30 percent faster – also same-day. Every RMA, media, and parts quote and order is tracked and response times measured to ensure improvements continue.

Escalation for outliers

Weekly meetings include a review of any lagging outliers to determine what needs to happen to get the orders back on track. When issues are identified, they are flagged for escalation and responded to quickly.

Implemented changes to the ordering process for faster fulfillment

After the success of repair material authorization (RMA) process improvements, similar efforts have been undertaken for parts ordering. “We want to make our parts-buying experience better for customers,” Sabeena says.

Key to the parts-buying process improvements is a new online form customers can fill out to get spare parts quotes faster. The Spares Request Form is easy to access from the Customer Portal login screen, even for customers without SSAs including portal accounts. The form collects all information needed up-front to eliminate back-and-forth emails gathering details. It also aggregates form submissions to allow reps to see all the requests at a glance and monitor their progress.

“We look at the sheets every hour of every day to make sure nothing falls through the cracks,” says Sabeena. “The teams are working very well to make sure responses are timely.”

Once the order leaves customer care, lead times for receiving parts have also been made shorter by process improvements across ordering, inventory, and shipping functions.

What’s next for the Genfare customer experience?

Genfare fosters an environment of continuous improvement, and customer care is no exception. More improvements will be rolled out soon, including:

  • Making parts price lists available to customers.
  • Updating the technical support portal, including AI tools to help customers get quick, accurate answers to their questions.
  • Continuing to work through changes in the marketplace to ensure optimal inventory levels and prevent fulfillment delays.
  • Ongoing training programs for new and experienced customer care and technical support representatives.

Help is on the way

Contact your regional customer care representative directly, or at genfare.customercare@spx.com, or 847-871-1231. Learn more or start an order using the links below: