Kohler Co. turns on the productivity tap with Microsoft Teams, associates reimagine virtual customer service

Witness testing provides a crucial opportunity for customers to observe firsthand how their unit performs over the course of several hours. For example, a hospital that has ordered a KOHLER diesel 4,000-kilowatt generator to ensure patients’ life support devices remain viable during a power outage will want to see that their investment is sound. 

“Previously, distributors, customers, engineers, and safety inspectors came to our plant in Mosel, Wisconsin, for witness testing,” says Michelle Manthey, System Support Manager, IT Kohler Power Systems at Kohler Co. “They experienced the breadth of Kohler’s well-known home and decor product offerings, staying at the company’s hotels, and eating at the restaurants. When COVID-19 arrived, we took the opportunity to create a new way to provide testing services to customers. We came up with the idea of virtual witness testing and turned to Microsoft Teams to make it happen.” 

The company deployed Microsoft 365, and the virtual collaboration solution, Teams, to simplify how associates—in more than 100 sites and representing 30 brands—work together to drive innovation, agility, and customer service. Kohler is a fourth-generation, privately held family business, today led by President and Chief Executive Officer, David Kohler. Its longevity can be directly tied to its innovation and diversity. 

“Kohler is a diverse global business,” says Paul Ryan, Chief Information Officer at Kohler Co. “We manufacture kitchen and bath products, and engines and generators for commercial and residential sectors. And we have a hospitality business that includes hotels, restaurants, and golf courses.” 

Given its global span, Kohler Co. faces the challenge of going to market while accommodating different time zones, cultures, languages, and government regulations. “Microsoft 365 brings enterprise-level capabilities to the workplace, so associates can design, manufacture, and sell our products in a way that’s sensitive to local conditions, yet conforms to our high standards of customer service,” says Ryan.

Onsite to virtual: Reimagining customer service with Teams  

This reimagined witness testing is an example of Ryan’s definition of high standards of service. And in today’s cloud-first world, where customers expect instant information access and transparent digital processes, ensuring strong connections with customers is strategically important for Kohler. As it turns out, virtual witness testing is so successful that it will remain an option for Kohler Power customers, even beyond COVID-19. 

The global Power Group at Kohler markets its generator sets, transfer switches, and accessories under the brand names KOHLER and KOHLER-SDMO, the latter a subsidiary in the European market. “We have been in business for a hundred years, and this is our anniversary year,” says Manthey. “We supply to our distributors and dealers, and they in turn reach out to our customers in the engineering community. It's a pretty powerful community, so we have to ensure that we can touch all facets—from ensuring hospitals have life-saving backup generators, to providing prime power and backup power for residential and commercial clients—all the way up to the KOHLER diesel 4,000-kilowatt generator set, which is extremely large.” 

During Manthey’s 24-year career at Kohler, she’s been motivated by problem solving and inspiring her colleagues to think creatively. Manthey was one of the leaders who developed the new virtual witness testing program. “Normally, we invited large customer groups in for witness testing,” she says. “They came to Kohler and experienced all that Kohler has to offer, staying at our hotels, dining at our restaurants, and really involving themselves in the community. At the plant, they participate in a tour and observe their generator sets (genset) while being tested. Some tests can go four hours—six or even eight hours.” 

When the COVID-19 crisis struck, this was no longer possible. “We wanted customers to continue to experience all the great things we offer, but we had to make that transition to a virtual scenario and keep everyone safe,” says Manthey. “Using Microsoft Teams really helped us to make that pivot.” 

The new process works this way: “We put two IP cameras inside the bay,” explains Manthey. “The cameras are connected to two laptops running a continuous Teams meeting to document how the genset performs at different loads. The lab staff documents all the tests and how the genset is running as they increase the load in increments up to 100-percent load. Customers are able to see their gensets virtually because we share our screen in the witness test area. Everything is in real time.” 

Customers and sales reps join the meeting, post questions, and chat with the lab staff, who also have Teams running on their phones so they can walk around the unit to verify the nameplate with the customer, check the oil levels, and prove there are no leaks.

“Customers gave the new process rave reviews,” says Manthey. “They feel like they’re part of the process, without having to be there, risking their health and their families. We are on the phone with them for the duration of the test. We have a sales coordinator, the sales team, and the directors participating in the process as well. We answer customers’ questions, and it's a unique opportunity to better serve them. We even offer them a meal coupon, so when they’re participating in a virtual witness test for eight hours, they’ll have lunch or dinner delivered to their door. 

But it’s the overall convenience and cost savings—reduced travel and hospitality expenses—that’s the lasting appeal of the new solution. “With our virtual witness testing service, we have a new way to build customer relations,” says Manthey. “Thanks to Teams, we can offer the choice of onsite or virtual witness scenarios. For the customers, although they would like to come here to Kohler, it's also time away from their families, and it’s time away from work. This option gives them the opportunity to sit in the comfort of their homes or their offices.” 

Virtual testing is also more scalable. “With virtual testing using Teams, we are not limited to the number of participants—we could have 300 people watching in real time,” says Manthey. “People can leave and rejoin throughout the day, because we have the meeting open for them for the duration of the test. This flexibility fits perfectly with our cloud-first agenda, driving agility and service at the same time.” 

Sales associates working in Kohler’s Kitchen and Bath Group also use Teams to reimagine customer relationship building. Since the COVID-19 crisis, they have connected with customers in virtual visits, using Teams meetings. Associates and customers alike find it a more convenient and flexible way to communicate. 

“With Microsoft Teams, we delivered a virtual and interactive tool that is intuitive and adds to the capabilities of our associates so they can improve service across Kohler,” says Ryan. “Customers report that we are far ahead of the competition in staying connected—even during COVID-19. Given the challenges of working today, we’re expecting even better results for the future.” 

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