Digital and personal, a dynamic duo
Unstoppable behind the scenes
Why choose between talking to an expert and the speed of e-commerce when you can have both?
Do you have a question or need assistance? You will always be able to talk to a real person with the right know-how.
Do you know exactly what you need or where to look? Then you can order parts on our e-commerce platform in just a few minutes.
TVH's dynamic duo of human and digital interaction puts you one step ahead of the competition. Leading the way is our internal sales team. They not only provide support in your native language, but also demonstrate daily how building strong relationships with our customers makes us both unstoppable.
Speaking the same language
Itay Drory (Business Development Agent) speaks to the customers from his region every day. “They come to me with all kinds of questions. You could say I act as some kind of private investigator for them. Our customers often have a whole array of machines in their fleet but don’t always know the exact parts they need. That’s when I use my network of colleagues to get them the answers they need,” he explains.
“One of the big advantages is that we speak the same language. We don’t just use the same words; we also grew up in the same country. That means I understand the local market and the cultural background. It helps me connect with the customer on a personal level and build a strong, lasting relationship.”
Proactive solutions
Transparency and empathy are key to building trust. Sometimes, a hard-to-get part might take some time to be available. “Our main objective is to get the customer up and running as soon as possible,” Itay continues. “We might try to source from a different vendor to get a better lead time or try to find alternatives. The more transparent we are, the better the service. In the end, we always come up with a solution. A proactive attitude makes all the difference; we try to get answers ahead of the questions.”
Dynamic duo
Our online shop is the go-to place for placing orders. But sometimes, new customers need guidance when ordering online for the first time. Fortunately, they can count on experts like Itay for help. ”I show new customers around our e-commerce platform. They can see firsthand how they can add information about their fleet and look up parts easily.” Indeed, it’s by combining the best of both worlds that we achieve next-level results. It doesn’t matter whether you are a €1,000 or a €1,000,000 customer; our support and service remain the same.
Getting personal
“I speak to our customers every day,” says Itay. “Many questions deal with price, stock and delivery times. Mostly over email, but when it’s just emails, I have a feeling it becomes a bit cold and distant. That’s why I speak to them over the phone on regular occasions.”
These exchanges often result in long-lasting business relations.
“Our conversations are not always just business,” Itay continues with a smile, “We talk about all sorts of things and let our hair down from time to time. We truly are close to our customers, and that’s a great feeling to have.”