Global Shop Solutions Celebrates 15 Years of Leadership Behind One of Manufacturing ERP's Highest-Rated Customer Care Teams

THE WOODLANDS, TX -- Manufacturers remember ERP partners for more than the software. They remember who answers the call and stands beside them when production is on the line. Over the past 15 years, Doug Johnson has helped build one of the manufacturing ERP industry's highest-rated customer care organizations, turning fast, knowledgeable support into one of Global Shop Solutions' strongest competitive advantages.

When he joined Global Shop Solutions in 2011 as one of the company's first dedicated 24-hour Technical Support specialists, he helped manufacturers solve complex technical challenges. Today, he's Customer Care Director at the AI-enabled ERP provider, leading the team that answers the phone when any customer calls.

Currently, more than 40 Customer Care specialists resolve roughly 90% of incoming support requests without escalation. Johnson's career has mirrored the evolution of customer support at Global Shop Solutions. In 2015, he created FastResponse, a Tier-1 support team focused on reducing customer wait times and improving issue resolution. What started with eight employees, Johnson grew into today's specialized Customer Care department.

"Our customers love our people, and that's no accident," says Dusty Alexander, President & CEO of Global Shop Solutions. "Independent reviews consistently highlight our Customer Care team, and our latest customer satisfaction survey found 85% rated Customer Care excellent or very good. Doug helped build that reputation one hire, one process and one customer interaction at a time."

Johnson's impact extends well beyond the customers he serves. He has recruited and mentored more than 100 employees, many of whom have been promoted into consulting, project management, customer success, software development and other areas of the business. That commitment to developing people has helped build a strong internal talent pipeline while reinforcing the company's people-first culture.

Johnson's latest focus is giving Customer Care analysts better tools, not replacing them. AI-powered capabilities help identify answers faster and reduce research time so analysts spend more time solving customer problems and less time searching for information.

"The industry has changed dramatically over the past 15 years," says Johnson. "Our purpose hasn't. Fast answers matter. The goal has always been to help manufacturers run their businesses with confidence. Every improvement we make comes back to that."