CCT – What are Customer Care Teams?

Each Matrix customer is assigned to one and only one Customer Care Team.

Each CCT is comprised of a sales person, regional coordinator (RC) project manager (PM), applications engineer(AE), a service/install representative(S/I), and a Trainer.

CCT’s are designed based on the individual needs of each customer and the membership of each team is defined based on which Matrix personnel best suits a customer’s specific needs. So in essence, the geographic location of our field personnel in relation to a particular customer is a consideration, but not the primary one.

In a majority of cases, the sales function is performed by a Matrix team member. In some cases however, sales, project management, or service/install functions may be performed by members of a Matrix affiliate (or partner) company.

Major benefits to this approach include:
The CCT works closely as a true cross-functional team with much more
of the customer coordination and problem solving accomplished within
the CCT as opposed to having every decision run through corporate headquarters. Also, the CCT will provide our customers with a
consistent set of faces and skills; this will enhance the customer-
Matrix intimate relationship.