Two-Way Communication System Boosts Understanding and Engagement During Manufacturing Tours
KLN Family Brands, a diverse manufacturing company that produces both pet food and candy, recognized a need for enhanced communication during their guided tours. They observed that the noise generated on the manufacturing floor frequently obscured conversations, making it difficult for visitors to hear important information.
To address this, they turned to Tripp Communications Systems, whose two-way communication solution was designed to cut through the noise and ensure clarity during every manufacturing tour, enhancing the tour experience for all participants.
Nathan Rooney, Learning and Development Manager at KLN, was first introduced to Tripp Communications Systems through a sister company that had already implemented their technology, so he understood the potential benefits it could bring.
Recognizing that clear communication was essential for an engaging tour experience, Nathan reflects on the impact the two-way communications system has had on their organization:
“We're able to go through the floor and talk about each piece of machinery—what that person's doing, the technology that we use on the floor for our people, and be able to talk in a pretty intimate setting—even though you're in a loud manufacturing environment.”
The Need for a Two-Way Communication System
The company’s guided tours include community group visits, college students exploring careers in manufacturing, potential new hires, and tours for vendor partners. Attendees needed to hear and interact effectively with the tour guides.
In the past, high noise levels on the manufacturing floor created significant barriers to clear communication, leading to frustration and disengagement from attendees.
As a result, many participants left the tours with only a vague understanding of the processes and technology involved, undermining the very purpose of the tour.
Nathan emphasized the challenge they faced: “I’ve been on tours before, and just kind of walked. I couldn’t get close enough to the person speaking, and I couldn’t hear a thing.”
System Implementation and Impact
Tripp Communications Systems provided a tailored solution that met KLN Family Brands’ varied audio needs for tours, training, and recruiting initiatives.
The two-way communications system allowed guides to communicate effectively in a loud manufacturing environment without straining their voices, ensuring that participants remained engaged and informed throughout the tour.
Nathan noted how participants on the sales group tours could now understand the manufacturing processes more clearly and bring that knowledge of what they learned on the floor back to potential customers.
For recruitment tours, Nathan reflected on how satisfying it was to simply answer attendees’ questions in real-time, rather than trying to remember them and answer after the tour.
“It really allows a two-way conversation between the leader and a person in the group,” Nathan explained, “and that person’s able to ask questions as you’re going, and then the leader can, vice versa, hear that perspective.”
Since the implementation, the organization has reported significantly improved communication overall, leading to enhanced visitor satisfaction, increased engagement, and a more informed perspective among potential hires and customers.
Proactive Customer Support
Nathan emphasized how instrumental Ted Tripp’s proactive customer service has been in maximizing the effectiveness of the communication system. He recounted his initial experience, noting how promptly Ted responded to his inquiries:
“I reached out to Ted online after finding his contact information, and he was very quick to get back to me—actually, within probably less than an hour. I was able to provide some information and then jump on a conference call with him.”
This proactive approach set the tone for their ongoing support.
In a recent follow-up conversation, Ted took the time to walk Nathan through the system’s features in detail, guiding him line by line to ensure he was aware of all the tools available.
This personalized attention not only helped Nathan identify three features he wasn’t using properly but also allowed him to share these insights with his colleagues who handle the tours.
This level of support has been crucial in ensuring that the organization fully utilizes the capabilities of the system, enhancing overall efficiency and effectiveness.
Since integrating the technology, feedback from attendees has been overwhelmingly positive, with many expressing appreciation for the clarity and comfort provided by the audio system.
As a result, participants are walking away with a deeper understanding of KLN Family Brands’ manufacturing processes and a stronger connection to the company.
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