Mountain improves its after-sales and centralizes its technical service in Spain

Mountain, whose rapid expansion had surpassed the possibilities to properly serve its customers, rectifies and opens a new stage focused on after-sales service.

Mountain is a company that since its inception in 2007 has grown exponentially in the market for hardware solutions for professionals. In 2013, Mountain experienced a growth in its turnover of more than 65%, going from being a small company to one with a very considerable sales volume in professional environments.

This dizzying growth has meant a great effort for the company not only at the level of structure but also at the internal organization. During 2014 and 2015 the upward trend has continued to be unstoppable. This led Mountain to great successes but also to make mistakes.
The attention to its after-sales department was its great challenge for improvement. At that time, the equipment park that Mountain already had in Spain and Europe was more than 15,000, and the resources and organization that were being allocated to serve these customers, and the technical assistance they needed, were not enough. This brought Mountain criticism from its customers, who saw how one of the company's key pillars was not up to its usual standards... it ran the risk of becoming a company that sold computers, just that. Eva Pastor, Mountain's customer service manager, admits that “this frenetic pace led us to not stop to think about the basic problems and to correct the most superficial issues.”

Now, Mountain opens a new stage ready to continue growing by listening closely to its customers. One of the main reasons that led to delaying the dates for the repairs of its SAT too much was that the technical service was distributed in three centers, Spain, Germany and the United Kingdom.

For this reason, Mountain has decided to tackle it in the bud, completely centralizing its SAT in Spain. This new technical service center will allow 100% of Mountain equipment to be repaired, eliminating waiting lines.

In addition, Mountain expands the lines of communication with its clients. It has incorporated a Customer Service department in its offices with hours from 9 a.m. to 9 p.m., in charge of answering customer questions or requests through email, a direct telephone line and a recently launched online chat tool on its website.

For Pastor, "all these new developments will bring with them a very positive purchasing experience for our customers. At Mountain we want to distance ourselves from those companies that are only dedicated to selling without caring about the person behind it. We have made mistakes, but these have helped us grow and be better and all this experience can be seen in the quality of our product and in the care of our customer."