Blog

channie julie working croppedJulie and Channie assisting our valued customers.

“I think being able to talk to a real human being about your ideas and how to make them happen is really what makes our business outstanding.”

If you’ve ever worked with us at Big Blue Saw, then everyone in our business family has had their hands on your project, ensuring that when it makes its way to yours, it’s exactly what you envisioned.

Although it can be said for everyone, there's one team here at Blue Saw that really goes above and beyond to ensure that from start to finish, you’re elated with the care your project receives from us--the Customer Advocacy team.

Read on to learn more about our amazing customer advocacy team as we tell you who they are, what they do, and why they go above and beyond for our customers.

Who Is the Customer Advocacy Team?

The Customer Advocacy team consists of real-life humans (not bots or outsourced call centers) right here in the U.S. who are devoted to serving our customers. Every day, they devote their time to supporting machining technicians, handling customer quotes or queries, and supporting everyone here at Big Blue Saw so we can provide unparalleled, one-on-one service to everyone we meet and do business with.

They aren’t just a customer support center. They’re customer experts who make sure that first and foremost, your needs are addressed in each facet of our process.

What They Do

The Customer Advocacy team caters to a variety of customers and they go out of their way to accommodate the most unique needs. That’s why, when the website isn’t quite able to give a customer the quote they need for their project, they step in. In most cases, this is when:

  • Rush orders have faster turnaround times than what the website offers.
  • The material is not stock material.
  • The part is larger than the maximum part size on the website.
  • The part drawing is too big for the website to open.
  • The size of the order is too big to do on the website.
  • There are errors in the part drawing or the drawing format isn't something the website can read.

In such cases, they’re right there to quote your order by hand and source the best price for the material that we can get directly from our suppliers. The customer advocacy team loves the challenge of new, interesting, and unique projects, and they go a step above the rest to cater to them.

They also personally answer all of the voicemails that are left (after hours) and handle the chat box on the website for customers that have urgent questions. They effectively handle any issues to the absolute best of their abilities, as fast as they can so we don’t hurt the customer's project schedule.

IMG 2635Simon looking dapper as usual.

Because Big Blue Saw prides ourselves on our synergy and team-oriented atmosphere, Customer Advocacy acts as a liaison between the customer and the designer to get them a special order for both the drawings and the parts. Every account is handled with the utmost care and everything we cut remains the intellectual property of the customer regardless of whether the designer draws it or the customer shows it to us. Accounts have their own complete focus without ever crossing lines, meaning customer A will never see designs of customer B and vice versa.

Customer Advocacy has perfected their process over time, doing little things to make the customer happy, such as attending to rush orders first and getting quotes to them as soon as possible. They make our customers’ priority number one, which means solving issues as quickly and efficiently as possible.

Why They Make Us Different

We firmly believe that being the same, honest, hardworking people as our customers is what makes us different. Nothing is cut outside of the U.S., so Customer Advocacy personally handles all of the web messages we receive from the site between 11 AM until 4 PM, Eastern Time. Anything outside of those hours, they return calls or messages immediately (no one likes to be kept waiting!).

The Customer Advocacy team ventures outside of traditional duties as well, by scheduling freight shipments, or any other odds or ends that might need to be done to keep things running smoothly.

Why We Care, and Why Customer Advocacy Proves It

We are customers, too. We’ve bought products and we’ve paid for services, so we know exactly what it means to be a customer and why it’s important to keep customers as the frontrunner of our business model.

Julie and Channie Julie and Channie and their beautiful, Big Blue Saw smiles.

We genuinely care and we have our Customer Advocacy team to back that up. They give tips and in-depth advice based on what’s best for the customer. They’re not afraid to tell you, honestly if waterjet cutting or laser cutting is not the way to go for your project. Honesty builds trust and trust builds solid relationships, which is why so many do come back.

If we are not the best solution for your project, we often have an idea of what avenue you should head in. While we love doing business with our customers, we don’t consider ourselves a large, out-of-touch manufacturer. Though we certainly do large production orders, we never forget that this company was built on a foundation of inventors, makers, and engineers that needed a place to make a prototype or a couple of bot parts at a time.

Right from the beginning, and to this day, every project will always be treated with the same level of attention and all the heroes on the Customer Advocacy team can personally guarantee it.