“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 U.S. and Canada, Fisker currently has nearly 100 service technicians, more than 30 of whom are mobile technicians assisting customers in 20 states and two Canadian provinces.
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 U.S. customer who owns an Ocean to assess their needs.
Fisker released Version 1.10 of its Fisker Ocean vehicle software in November, rolling out the over-the-air (OTA) update in waves; 80% of Fisker vehicles have this update and customers have reported an enhanced and improved experience. Version 1.11 of the Ocean software is now also being released, with 300 customers per day receiving updates and with all customer vehicles expected to be updated by the end of January 2024. Fisker has also reached out to customers who have older versions of the software to upgrade them to the latest release and to make a strong start to the new year, complete with Version 1.11 and its exciting features.
About Fisker Inc.