David Van Loock

Engaged teams are the driving force behind exceptional customer experiences (CX) and high-performing commercial sales and service organizations. Hach, a leader in water quality analysis, has transformed its approach to workforce engagement—aligning training, culture, and collaboration to empower teams and enhance customer satisfaction.

This case study will explore how Hach fosters a highly engaged field service and sales workforce that improves efficiency, strengthens customer relationships, and delivers outstanding CX. Attendees will gain insights into strategies for motivating field service teams, aligning sales and service goals, and creating a culture of continuous improvement

Key Takeaways:

• How team engagement directly impacts CX and operational success
• Strategies for building one unified commercial sales and service team
• Best practices for training, motivating, and supporting customer-facing employees
• Lessons learned from Hach’s journey toward a cohesive, high-performing organization