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Matrix Fitness Launches Service Direct App Designed for Industry Leading Service Solutions

Posted: June 24, 2020 in Suppliers

Matrix: Strong, Smart, BeautifulMatrix: Strong, Smart, Beautiful

COTTAGE GROVE, WI – Matrix Fitness, the commercial brand of Johnson Health Tech (JHT), has launched a new app, Matrix Service Direct, that allows fitness facilities to place service requests faster and more efficiently.

The Matrix Service Direct app features an intuitive interface that enables users to easily populate service requests using talk-to-text, scanning serial numbers and uploading photos and videos, while onsite by a machine. Once a service request is submitted, the app instantly notifies Matrix customer service for quicker turnaround time.

“We take pride in our reputation for providing superior customer service support and forward-thinking business solutions for our customers,” said Mark Zabel, global chief marketing officer and president, US commercial division. “The Matrix Service Direct app supports our promise as a total solutions partner to our customers and commitment to delivering industry-leading customer service.”

Other Matrix Service Direct app features include:

  • Track live repair status;
  • Track dispatched technicians and part shipments;
  • View open repair request details;
  • Access product repair history;
  • Contact the Matrix customer service department.

“Ultimately, our goal is to enhance the overall customer experience by reducing their effort and making it easier to contact our Matrix customer service department,” said Kyle Schweitzer, Global Senior Director of Customer Service for Johnson Health Tech.

Johnson Health Tech was recently recognized by the Customer Service Institute of America as an organization demonstrating high levels of customer focus and support throughout their business, and awarded the 2019 International Service Excellence Award. “We want to be where our customers are and engage with them on the channel of their choice. Whether via phone, text, e-mail or through our new app, our omni-channel solution delivers a seamless customer experience,” Schweitzer said.

The app is currently available in select markets for iOS and Android devices and can be downloaded via the Apple App Store or Google Play Store. In addition to mobile devices, users can access and monitor their Matrix Service Direct dashboard on PCs.

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