Caterpillar 2015 Annual Report Download - page 20

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20
2015 YEAR IN REVIEW
When customers fall on hard times, Caterpillar Financial Services Corporation sees it as an opportunity to
demonstrate that they are not a bank, but a partner who understands their customers’ needs and industry.
That’s exactly what happened when Customer Account Specialist Filecia Davis called to check on a logging
customer when his usual payment hadn’t arrived on time. She learned that a tree had fallen on the customer
and fractured his back in two places. He was obviously out of work and anticipating high medical bills on top of
his usual expenses. As Davis listened to his wife explain the situation and their needs, she knew Cat Financial
could help.
When Davis hung up the phone, the Cat Financial team went to work. Davis, along with
Customer Account Manager Bill Schowalter, Customer Solutions Support Manager
Patrick Carnell and Territory Manager Reed Campbell, approved five months of skipped
payments and loan restructure documents in less than 48 hours.
“We understand things happen to our customers that they can’t control,” Carnell said.
“Modifications are a great way to show support for our customers and that we have
an understanding of their industry that a bank may not demonstrate.”
Knowing that his business assets were secure, the customer could concentrate on
getting better and gradually coming back to work.
We can’t always anticipate our customers’ challenges,
but when they arise, we can demonstrate that we
understand what’s most important: their business,
employees and families.
CUSTOMER SUPPORT
CAT FINANCIAL
LENDS A HAND
Caterpillar’s commitment to superior customer support
is behind a new Cat Financial exercise, Blueprinting 2.0,
that has been completed in several countries. Participants
are encouraged to walk through the business experience
from the customer’s point of view, determine customer
emotions at different parts of the process and identify
areas for improvement. After the exercise, action plans
are developed and implemented. It’s just another way
Cat Financial goes the extra distance to ensure we have
customers for life.
BLUEPRINTING 2.0
We can’t always anticipate
our customers’ challenges,
but when they arise, we
can demonstrate that we
understand what’s most
important: their business,
employees and families.