View all News Releases

CrossRoads opens new Customer Support center

(Topeka, Indiana) - 8/24/2006

CrossRoads has made a major commitment to dealer and customer support with the recent opening of a new 25,000-square-foot Customer Care Service Center in Topeka.

CrossRoads is a rapidly growing company that makes travel trailers, fifth wheels and sport utility trailers. While many of CrossRoads’ dealers are well-equipped to handle a variety of repairs, the service center provides an additional level of support and expertise for dealers facing difficult structural problems and repairs they don’t usually perform. In addition, the staff collectively handles parts orders, warranty paperwork and consumer calls.

The center also includes dedicated space for suppliers who, as needed, can easily access units to make repairs on their components.

“We’re very proactive about customer satisfaction,” said Mark Lucas, president of CrossRoads. “We believe that if we service the dealer well, we ultimately service the consumer well. This facility is designed to help the dealer speed repairs, ensure quality repairs, and get the customer back on the road as quickly as possible.”

“The service center became a priority because of our rapid growth in recent years,” said Lucas. “We made 1,347 fifth wheels and travel trailers in all of ’03. We made almost twice that many in the first six months of this year. We’ve gone from two product lines in ’03 to seven now; from 70 employees in the same year to more than 425 now. Our sales have doubled in each of the last two years and will double again this year.”

“The fact is, we’ve managed to build some innovative, quality products that have taken off in the marketplace. We see this service center as the kind of investment we have to make to stay on top of the service demands of our growing market share. The younger RV buyer, especially, is demanding a quality service experience as well as a quality product, and every RV company and dealership needs to address that.”

Lucas added that CrossRoads’ dealer support extends beyond the service center. “CrossRoads pays dealers weekly for inspections and warranty claims at posted labor rates. We immediately resolve product issues, we don’t leave them hanging. Get it done and get the customer on the way is what we say.”

“Dealers also appreciate the detailed fit and finish of the product that’s delivered to them. Our dealers know their inspection time and setup time is minimal, if at all. We have one of the best warranties in the industry and any dealer will tell you that we back it up.”

The new service center has a staff of 12, which includes Randy Nielsen, vice president of customer care; Randy Mishler, parts and service manager, with three full-time service technicians; Alicia Kennedy, customer service manager, with two full-time customer service representatives; Sandy Searfoss, customer service manager, with two full-time customer service representatives; and a receptionist.

Tours of the service center and CrossRoads’ manufacturing facilities are available. For more information call 888-226-7496 or visit www.crossroadsrv.com.