Fisker Provides Update on Improved Service Capabilities and Staffing in US and Canada
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Insights
The expansion of Fisker's service team and the rollout of OTA software updates signify proactive steps towards enhancing customer satisfaction and retention, which are critical metrics for the success of automotive companies, especially in the competitive electric vehicle (EV) market. The addition of nearly 100 technicians and the plan to integrate over 100 collision repair shops across the U.S. and Canada indicate a strategic investment in post-sale support infrastructure. This move could potentially increase customer loyalty and reduce churn, which are important for sustaining revenue growth and market share.
Moreover, the improvement of internal systems and the establishment of stringent metrics for customer response times may lead to operational efficiencies and better service quality. The direct impact of such initiatives on the stock market could be positive, reflecting investor confidence in Fisker's commitment to customer service and long-term brand strength. However, the costs associated with these expansions must be managed effectively to avoid negative impacts on profit margins.
Enhancing the customer service experience is a pivotal aspect of Fisker's strategy, as indicated by their ramping up of service operations and the implementation of customer surveys. This customer-centric approach is essential for building brand reputation and can lead to increased word-of-mouth referrals, which are invaluable for organic growth. The hiring of a Director, Technical Services and the expansion of the mobile technician fleet demonstrate a commitment to resolving technical issues promptly, a key concern for consumers in the technology-driven EV space.
From a customer experience standpoint, the provision of OTA updates, such as Version 1.10 and the upcoming Version 1.11, showcases Fisker's dedication to product improvement and innovation. These updates not only enhance vehicle functionality but also serve as a touchpoint for ongoing customer engagement. The long-term effect of such initiatives could result in a more robust and loyal customer base, which is a fundamental asset for any consumer-facing business.
Fisker's rollout of OTA software updates is a testament to the company's focus on technological innovation and its ability to adapt to the evolving landscape of the automotive industry. The ability to push software updates remotely is a significant advantage in the EV market, as it allows for continuous improvement of vehicle performance and customer experience without the need for physical service visits. This not only provides convenience to the customer but also reduces service costs for the company in the long run.
The release of software updates in waves and the targeted approach of reaching out to customers for upgrades indicate a sophisticated deployment strategy. This could lead to increased customer trust in the reliability and safety of Fisker's vehicles. For investors, the company's emphasis on technology and innovation may signal a strong potential for future growth, especially as the automotive industry increasingly shifts towards software-defined vehicles.
- Fisker is ramping up its service teams, with nearly 100 technicians now serving customers in 20 US states and two Canadian provinces.
- Fisker continues to expand its service leadership team.
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Fisker plans to provide customers with access to well over 100 collision repair shops in the US and
Canada . - Fisker is rolling out OTA software updates to all Fisker Ocean SUVs.
Fisker Inc., driven by a mission to create the world’s most emotional and sustainable electric vehicles, today provided an extensive update on the company’s rapidly expanding service capabilities in the
“Customer service is our top priority,” Chairman and CEO Henrik Fisker said. “We realize, based on customer feedback, that we need to make improvements, so we are ramping up our service operations globally, enhancing our service process and growing our service team.”
Regional management and a growing service team
Fisker has added regional management oversight of service, and now has a growing team of service staffers who call customers in response to service-related issues and book service appointments. The company currently has over 30 Fisker Customers Relations associates and has supplemented this with call centers to support both inbound as well as outbound calls. In addition to service feedback already being received through multiple channels, Fisker is also sending surveys to its customers to better understand and improve the service experience.
The company has also recently hired a Director, Technical Services, who will start in January, and who will provide additional leadership and support for handling technical cases.
Adding technicians and expanding collision repair network
Nationwide, Fisker has engaged in significantly increased recruiting for technicians and plans to hire many more technicians in the coming months. Fisker has also undertaken a service surge to send mobile technicians to customers, at those customers’ convenience. We are also reaching out to customers to understand any hardware needs and ensure we are supporting both in-warranty and outside-warranty requests.
In the
To accommodate customers who require collision repair, Fisker now has 35 shops in its repair network, in 10 states and three Canadian provinces. Five new shops are being added this week, and Fisker plans to increase the US total by 80 shops across the country.
To add to its overall capabilities, Fisker has brought onboard a service partner that will assist with PDI and related services at Fisker facilities. In combination with the in-field technicians, this will expand Fisker’s ability to provide service to customer vehicles with faster response times.
Improved internal systems and software updates
Fisker has also improved its service process by streamlining internal systems and establishing more stringent metrics for responding to customers in a timely manner. Calling staff is in the process of reaching out to every
Fisker released Version 1.10 of its Fisker Ocean vehicle software in November, rolling out the over-the-air (OTA) update in waves;
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Forward-Looking Statements
This press release includes forward-looking statements, which are subject to the "safe harbor" provisions of the US Private Securities Litigation Reform Act of 1995. These statements may be identified by words such as "feel," "believes," expects," "estimates," "projects," "intends," "should," "is to be," or the negative of such terms, or other comparable terminology and include, among other things, the quotation of our CEO, the statements regarding the planned launch timing, pricing, delivery, production, and estimated range of the Fisker Ocean, the planned timing of the opening of Fisker facilities, the Company's future performance, expansion of operations, software updates, and other future events that involve risks and uncertainties. Such forward-looking statements are not guarantees of future performance and are subject to risks and uncertainties, which could cause actual results to differ materially from the forward-looking statements contained herein due to many factors, including, but not limited to: Fisker's limited operating history; Fisker's ability to enter into additional manufacturing and other contracts with Magna or tier-one suppliers in order to execute on its business plan; the risk that OEM and supply partners do not meet agreed-upon timelines or experience capacity constraints; Fisker may experience significant delays in the design, manufacture, regulatory approval, launch and financing of its vehicles; Fisker's ability to execute its business model, including market acceptance of its planned products and services; Fisker's inability to retain key personnel and to hire additional personnel; competition in the electric vehicle market; Fisker's inability to develop a sales distribution network; and the ability to protect its intellectual property rights; and those factors discussed in Fisker's Annual Report on Form 10-K, under the heading "Risk Factors", filed with the Securities and Exchange Commission (the "SEC"), as supplemented by Quarterly Reports on Form 10-Q, and other reports and documents Fisker files from time to time with the SEC. Any forward-looking statements speak only as of the date on which they are made, and Fisker undertakes no obligation to update any forward-looking statement to reflect events or circumstances after the date of this press release.
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Source: Fisker Inc.
FAQ
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