Forest River Inc. announced the next milestone in its effort to improve the customer and owner experience with its expansion of the Forest River Customer Call Center. The call center expansion is set to launch in Q1 2026 and will provide Forest River owners with faster response times, broader coverage and the direct live support that owners have asked for, Forest River said in a release. It will extend assistance to any Forest River customer in need, regardless of model year, ensuring that every customer has direct access to a live person — ready to provide quick, knowledgeable help when it’s needed most.
The Forest River Call Center was introduced in 2024 in partnership with Specialized Dispatch Service (SDS), which manages Forest River’s roadside assistance program. With a primary goal of improving the answer rate of consumer calls coming into Forest River, the new system modernized the company’s customer-care infrastructure to improve responsiveness, reduce call volume and improve both customer and dealer satisfaction, Forest River said.
In less than one year, the new system exceeded every key performance metric, delivering a call answer rate of 90%, average answer time under 30 seconds and an overall reduction in call volume of 15%. The impressive Net Promoter Score (NPS) of 89.8 highlights a high level of customer satisfaction.
“Forest River is committed to raising the bar for our owners, and that starts with answering the phone when they call,” said Doug Deter, director of parts, service and warranty for Forest River. “A large percentage of incoming calls are more ‘How do I’ than they are warranty or parts issues, so we designed this call center to help find answers quickly.”
The Phase II expansion of Forest River’s Customer Support Call Center transitions the call center from a basic call-answering model to a more comprehensive call-handling operation. Representatives will be equipped to provide technical support including product and part information, and to distribute resources and materials directly — further reducing the need to transfer incoming calls to Forest River divisions for resolution. Rather than navigating phone trees or automated menus, incoming callers will speak with a trained representative who can resolve questions, direct inquiries or send information like product manuals via email or text message.
This expansion also expands certified technical support to all Forest River owners. U.S.-based technicians will provide real-time troubleshooting for electrical, mechanical and operational concerns that will help customers resolve issues confidently wherever they are. These certified technical support representatives are projected to reduce division-directed calls by an additional 24%, Forest River said.
“We are proud to expand our partnership with Forest River and its efforts to elevate the RV customer experience,” said Dan Lopez, president and CEO of Specialized Dispatch Services. “Today’s customers expect more, and together, we’re committed to exceeding those expectations. The call center expansion is a clear example of that commitment. By making it easier for customers to speak directly with a real person, the company is setting a new standard for responsiveness and reliability across the industry.”
