Customer Support Portal Fills Gaps

Keeping four crews busy strictly on environmental drilling, AST Enterprises Inc. has a fleet of five 7822DTs and one 54LT. Focused on thorough maintenance, they devised internal tracking systems using Google Sheets.

“We have one for daily maintenance where we log where the rig is located, the hours, and an inspection. This is how we keep track of hours,” Drew Fryman, project manager, said. “We have another one where we log service like oil and filter changes, noting when it took place and when we need to complete the next one.”

Fryman quickly signed up when he learned the Geoprobe^® customer support portal Centerpoint Connected tracked orders and service logs.

“We use Centerpoint Connected to fill the gaps. I value being able to see if the crew talked to the Geoprobe^® service team, what was diagnosed, and ordered,” Fryman said. “I can track quotes to see when items were ordered and how much. It’s nice to see when we last purchased a hammer and its cost.”

He suggested Centerpoint Connected customer support portal improvements to Lee Shaw, sales representative.

“In a perfect world we would also track our daily maintenance and service records within Centerpoint Connected,” Fryman said. “Our ability to add our own service notes also benefits the Geoprobe^® service team so they can see what service we performed on the rig to better diagnose and troubleshoot issues.”

Customer Support Portal Updates

Team Geoprobe^® listened and recently released Centerpoint Connected updates (see above), including:

• Customer service notes

• Order export

• Order navigation

“Everything new featured in this update came from customer requests,” Stevie Merrill, web and software developer, said. “The ability of our company to receive feedback from our customers and act on it makes us an asset to all who do business with us.”

For Fryman, tools like Centerpoint Connected are increasingly critical.

“Having a one stop shop for service records and equipment needs will help companies like AST continue to grow as more employees with less experience are entering the field,” Fryman said.