Forest River Inc. announced it is advancing its commitment to customer and dealer support with continued expansion of its Customer Call Center, focused on enhancing the owner experience for all owners, not just those currently under warranty.
Since launching the call center more than one year ago, internal teams have listened to feedback and identified targeted areas for continued improvement. This has led to strong results in how quickly customers can connect with support and get the answers they need, Forest River said in a recent release.
Today, approximately 94% of callers who contact Forest River’s customer call center are connected with a representative without needing to leave a message or face lengthy wait and response times, while overall answer rates continue to hold above 90%. At the same time, inbound call volume has dropped by roughly 20%, while more than a third of calls are now being handled without having to be forwarded to individual divisions, helping reduce wait times and delays. The results show that customers are finding solutions faster through improved support and accessible resources, Forest River said.
Consumers can reach Forest River directly at 574-825-7000 or toll-free at 866-837-6044. The call center operates seven days a week from 8 a.m. to 8 p.m. EST. Warranty, parts and division-specific requests are handled only Monday through Friday, 8 a.m. to 5 p.m. EST.
When calling, owners should select Option 1 for “Customers/Owners” from the menu, Forest River said. Those who select this option are connected to a dedicated customer support team that assists with general inquiries, technical questions and troubleshooting, or directs callers to the appropriate division.
Customer feedback continues to influence these efforts. The current 12-month Net Promoter Score (NPS) is 93, reflecting consistency, strong overall satisfaction and a more consistent customer experience.
“Today’s customer expectations are high. They expect to reach a person when they call any phone number. When they do, they want clear answers, direction and solutions,” said Dan Lopez, president and CEO of Specialized Dispatch Services, which operates the call center for Forest River. “Forest River’s entire process is designed to meet those expectations, and we’re very proud to be part of what we’re accomplishing together.”
Most incoming calls are about warranty support, parts, general questions, electrical systems and slideouts, giving the call center team clear visibility into where customers need the most help and allowing Forest River to develop solutions that can make the biggest impact.
Behind the scenes, the company said it has been working to better align people, process and technology, helping identify and address the most common customer pain points.
“This has been a labor of love,” said Doug Deter, recently retired director of parts & service. “The company went after it, our teams embraced it and the response has been strong. It shows how important this is.”
“Doug led this implementation as one of his last projects, and we’re grateful for everything he did to get it where it is today,” said Mike O’Brien, director of parts, service and warranty. “The call center is performing well, and that’s a direct result of the work Doug and the team put into it from the beginning.
“We know service is a big conversation across the industry right now, and we hear that feedback from dealers and owners every day. That feedback helps guide where we focus our time and resources. We’ve made a lot of progress, but there’s always more work to do. Our goal is to be a partner our dealers can rely on, make it easy to do business with Forest River, and continue improving the experience for our dealers and owners every step of the way. That’s what our team is focused on every day.”
The impact is also being felt across Forest River’s dealer network, the company said. With stronger support at the corporate level, dealers can stay focused on their customers while still having the backing they need to resolve issues quickly.
Forest River said it continues to expand its service reach, supported by a network of more than 600 service centers and growing mobile technician capabilities designed to help customers wherever they are.
Customers are already seeing the difference and sharing their experiences, pointing to faster response times and more effective support. Forest River shared feedback, including: “Incredible customer service from start to finish. I didn’t have to wait for technical help, and my issue was solved in less than five minutes. Made my whole day better.” “The technician was very polite, knowledgeable, friendly and professional. He walked me through everything step by step and we were able to fix it over the phone.” “I’ve had trouble getting help in the past, but this was a total turnaround. Communication, professional, knowledgeable and patient.”
Additional enhancements are already in development, with a focus on creating earlier touchpoints in the ownership journey and making it even easier for customers to access support and information.
“We’ve made progress, but this is about getting better every day,” said Doug Gaeddert, president and CEO of Forest River. “When a customer calls, they should be able to get help quickly and know what to do next. That’s the goal. As that improves, it helps our dealers and partners too. They can stay focused on their customers, knowing there’s strong support behind them. The important part is that we’re listening to our dealers. We’re listening to our customers. We’re going to keep improving and keep building on this. It’s working.”
