Formula Boats expands technical-support services

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Formula Boats said it enhanced its Formula Guard customer support platform by offering 24-hour support through the year.

Three years ago, the company began to include a five-year Vessel Vanguard subscription with every boat it builds and the relationship has worked out well for owners, dealers and service providers, Formula Boats product support director Michael Boyd said.

“We are pleased that Vessel Vanguard has now added a customer technical support call center to its platform that operates round the clock to diagnose and solve issues that may come up,” Boyd said in a statement. “This capability now augments our Technical Assistance Group so that our owners can get the right answer after hours, on weekends and holidays.”

Providing Formula owners with all-inclusive post-sale customer service, Formula Guard incorporates product warranties with a network of Formula authorized service providers, factory-based technical support via the Technical Assistance Group, Vessel Vanguard’s cloud-based maintenance management system and a 95-day Gold level membership to Sea Tow’s on-water emergency service.

Starting today, Formula customers will also have 24/7 access to technical support, including evenings, weekends and holidays staffed by Vessel Vanguard.

“This enhancement, made possible through our expanding partnership with Vessel Vanguard, is a natural progression for Formula’s innovative business model, which provides a premium experience for every customer, regardless of boat type or cost,”  Boyd said. “Big-ticket luxury items, a category into which Formula’s boats certainly fall, deserve customer service commensurate with the quality of the product itself. Our goal is to push even further into a service-centric business model that is necessary to stay relevant to the new-boat buyer.”

“Every boat profile that we create includes the make and model of all operating equipment, as well as hours of use, warranty data and most importantly, maintenance history,” Vessel Vanguard CEO Don Hyde said. “This places us in an ideal position to provide real-time troubleshooting when the need arises. Adding the call center is a major addition to our customer experience management platform and one that all our subscribers will benefit from.”

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