We've all been there. Stuck on hold, music looping endlessly, only to be shuffled from one scripted agent to another somewhere off in a distant call center. You hang up more frustrated than when you started, with your problem still unresolved. It’s a scenario that’s become all too common in the world of consumer business services, but it’s one our team refuses to accept.
At Insane Impact, we believe support is more than just a department, it’s a consumer service experience rooted in real partnership. Our commitment doesn’t end when a product leaves our facility. It’s just beginning.
Headquartered in the heart of Iowa, our dedicated in-house customer service team stands behind every product we build, ready to deliver timely, expert solutions tailored to your needs. There are no call centers here. No scripts. Just real, knowledgeable people invested in your success.
When you invest in an American-made video trailer, you’re not just getting a high-quality product. You’re gaining access to round-the-clock, in-house customer service that puts your needs first. Our team’s dedication goes beyond answering calls—it’s about building relationships and ensuring your success.
“The most important thing about the team is the team itself. We have a bunch of great people and they are very customer-focused, safety-centric, and embody all of our core values,” states Jeff Karlix, Senior Director of Mobile Operations at Insane Impact. “It’s not just coming to work and clocking in; we’re working to get better every single day.”
As Senior Director of Mobile Operations, Karlix plays a key role in connecting with customers and ensuring satisfaction. His focus on fostering a culture of excellence is what sets our team apart.
Headquartered in the heart of Iowa, our dedicated in-house customer service team stands behind every product we build, ready to deliver timely, expert solutions.
Because at Insane Impact, customer service isn't outsourced—it's homegrown.
For us, providing exceptional consumer advice and consumer advocacy isn’t just about picking up the phone and answering a call. It’s about taking decisive action to ensure our customers’ events go off without a hitch. Our Director of Customer Service, Bronson Volk, knows this better than anyone. He recalls a time when a customer faced a critical issue just days before a major event.
“We had a customer in Nashville that was having issues with their trailer product, and they needed it for the CMA Fest in a couple of days,” Bronson explains.
The clock was ticking. Instead of trying to troubleshoot from afar, Bronson took a different approach. “I flew down the next day to work through the issues and make sure they were ready to go for the big event.” This hands-on, immediate response is a testament to our commitment. It’s about being there in person when it matters most, ensuring our partners have the fully functional, high-performance equipment they were promised.
This level of dedication isn’t an anomaly; it’s our standard. It’s this proactive, solution-oriented mindset that gives our customers the confidence to execute their visions on the biggest stages.
In the live event space, there’s no room for error. An issue that arises minutes before showtime can have massive consequences. That’s why our support system is designed for the high-stakes reality our customers continually operate in.
"There have been too many [urgent situations] to name with our customers using their trailers in the live event space," says Bronson. The unpredictability of live production means problems can surface at the most inconvenient times. "That's why we offer 24/7 real-time support. You never know when an issue or question might come up."
This around-the-clock availability is crucial. When a customer calls our consumer helpline, they aren’t met with an automated system or a representative reading from a script. They are connected directly and immediately with one of our experts who has deep, practical knowledge of our products.
"Our customers need to talk to a real service representative with the knowledge to fix their issue quickly, and that is what we provide," Bronson emphasizes. "We have been in their shoes and know how important it is to have support when you need it."
This immediate access to expertise makes all the difference. Whether it’s a simple operational question or an unexpected setting change right before an event, our team is equipped to provide answers and get our partners back on track. With remote management capabilities and a rapid response time, we deliver the fastest possible solutions, giving our customers ultimate peace of mind and the confidence to pull off a successful event.
How do we measure the impact of our support? While positive feedback is always welcome, the best indicator of our success is the long-term confidence our customers place in us. When they return to expand their fleet, we know we’ve delivered on our promise.
"I know our team is offering the necessary support to our customers when they return years later to purchase another screen to add to their fleet," Bronson shares. "Giving them confidence in our team and the product creates a long-lasting relationship with all of our customers."
This isn’t a transaction; it’s about fostering a partnership built on trust and reliability. Our goal is to empower our customers, not just sell them a product. We provide them with the tools to execute their events with confidence, knowing a dedicated team has their back every step of the way.
Bronson concludes, "I believe we are giving the customer peace of mind knowing they have 24/7 support and can talk to a real representative within seconds." As our company continues to grow, so does our commitment to this principle. "Offering real-time support will never go away."
The stories from our service team underscore a simple truth: exceptional support is built on a foundation of expertise, promptness, and a genuine commitment to the partnership. It’s about proactively solving problems, being there when it counts, and building the trust that turns a one-time customer into a lifelong partner.
At Insane Impact, our Iowa-based team is proud to back every American-made product we create with a level of support that matches its quality. We’re here to ensure you succeed, today, tomorrow, and for years to come.
Ready to partner with a team that’s as invested in your success as you are? Contact us today to learn more about our products and the unparalleled support that comes with them.
Have you had one of our customer service team members assist you in a time of need? We would love to hear from you! Give our dedicated team a shoutout by emailing us at osickelka@insaneimpact.com
