Open to all UKWA member companies. The judges sought evidence of customer insight and a customer focused culture within the organisation. The finalists were able to demonstrate an in-depth understanding of customer needs as well as effective ways of measuring the results of their services and customer satisfaction.
INTERNATIONAL LOGISTICS GROUP LTD
ILG provide services to around 120 clients from seven warehouses and the company’s approach to customer service is simple: all of ILG’s customers know the team that they are dealing with by name and the company’s staff build a sound relationship with the customer so that they have a good knowledge of their business, and what it takes to ensure they deliver a first class service.
The company handles around 5- 7000 customer orders and deliveries every day, and ILG manage approximately 150,000 different customer products and maintain processes ensuring that all products are received, stored, picked, packed and delivered correctly.
ILG monitor their performance and customer satisfaction using performance management software known as DRIVE – Define, Review, Implement, Validate, Evolve. DRIVE flags up any service issues and allows ILG to implement corrective action, such as additional staff training, where required to ensure that continuous improvement is maintained across the business.
The fact that the business grew by more than 60% between 2013 and 2016, is testament to ILG’s approach and the emphasis that it places on providing outstanding customer service.
AGANTO LTD As one of the UK’s leading temporary building suppliers, Aganto provides bespoke and flexible turnkey solutions that are quick to install and offer a cost effective answer to storage capacity issues.
The company may be part of the construction industry but it takes great strides to avoid being associated with some of the not-soflattering building trade stereotypes. The company’s labourers, for example, are smart, polite and good at what they do.
“Our ‘frontline soldiers’ are sent customer praise and appreciation in great volumes,” says Aganto’s marketing manager, Ruth Oxley. In fact, UKWA member, Mini Clipper Logistics, was so impressed with its Aganto temporary building and the level of craftsmanship shown by the installation team, that the company’s MD, Peter Masters, tweeted his satisfaction before the building was complete!
Aganto sales manager, Janos Szabo, oversaw the Mini Clipper project. He says: “We were delighted when Peter Masters tweeted his satisfaction before the lads had even finished on site! The fact that the company were so publicly praising the site managers, and the whole team at Aganto really means a lot to us.”
MAXIM LOGISTICS GROUP LTD
Maxim Logistics manages the requirements of small, medium and large clients with consistently high service levels.
The needs of each client are met through a development of relationships with all levels of staff to understand the products and services required and Maxims aim to add value through process improvements, efficiency savings, and system integration projects.
Performance is tracked through regular KPI data reviews and reliable warehouse and transport data is populated at a customer level as well as internally so that performance can be accurately and openly monitored at each review meeting.
The company’s most recent set of performance statistics make impressive reading. For example, ‘justified complaints’ are at 0.08% against a target of 0.15%; ‘warehouse damage’ is 0.046% against a target of 0.5%; and ‘service levels’ are 99.5% against a target of 98.35%
Maxim’s staff are key to the company’s success. Most workers are current or former apprentices and employees move around the business throughout their development to gain a broader insight across all areas of the business and the ideas of the workforce are often taken forward to develop future opportunities and improvements.
PAUL PONSONBY LTD
Paul Ponsonby undertake customer surveys every six months – although if the company’s clients rate the services provided as anything less than ‘excellent’ in every aspect, monthly or quarterly surveys can be arranged.
Appraisals are carried out annually to assess staff performance and address any concerns workers may have. Appraisals are also used to identify weak areas, to allow Paul Ponsonby to provide additional training as required.
Over the past year the company has made a conscious effort to improve standards across its business. For example, the company’s website has been upgraded; response times to new customer enquiries have been shortened; a Driver Incentive Scheme has been implemented;?new warehouse software?has been installed; and new mobile phones have been provided to staff.
“Each year we strive for further improvement to offer our customers maximum value and flexibility,” says the company’s sales manager, Joanne Dolan. She adds: “We are proud that all our customers have confidence in our abilities to exceed their expectations. We have an excellent operation in place and will continue to grow our loyal and flourishing customer base.”