Customer services is such a generic term yet has many facets too. What Aganto as a company feels of customer services is our daily service and reaction to rapidlychanging customer requirements; this encompasses all departments from sales, to accounts, to operations, to the site team and to the three hands on directors. As one of the UK’s leading temporary building suppliers, we brand ourselves on our products being bespoke and flexible to what the customer needs, providing a turnkey solution- fast and cost effective too. Our nationwide sales managers will jump in a car and drive hundreds of miles to see a customer who has changed the size of the structure and needs another technical visit, the operations team will be at the end of the phone for any aftercare and maintenance matter, the site team who will work weekends to ensure the building is installed and the project finished to ensure as little disruption to the customer’s business as possible; the whole company is built on customer services- frontline and backroom staff.
Indeed we are very conscious of ensuring our customer service feedback is communicated, in particular when it is the site lads who have given the customer 100%. People who work in construction are often misrepresented in a similar vein as the white van man, and we all know what builders’ stereotypes are. Our boys are smart, polite, savvy, and good at what they do-and don’t just take our word for it:
David Stratford, Britvic: “Just a note on the guys doing the install, they have done brilliantly to get the first building up this week and it looks superb. They’ve been nothing but positive throughout and the cleanliness within which they have worked is fantastic too, especially given we are a production site. Can’t speak highly enough of them and look forward to seeing what next week brings.”
However all companies will undoubtedly boast about their commitment to customer servicesbut how Aganto measures, and then acts on, is slightly more unorthodox.
UKWA warehouse company of the year Mini Clipper Logistics, were so pleased with their Aganto temporary building, they were tweeting their satisfaction before the building was even finished. In an industry that is increasingly using technology and utilising all social available to them, the fact that Mini Clipper’s MD Peter Masters, was tweeting pictures and praise to his followers, is demonstrative of logistics’ open mindedness and appreciation of social media in showcasing new products and projects.
Mini Clipper’s MD Peter Masters says:
“We chose a temporary building to avoid long term financial risk, to sweat the asset. The benefit to our business is huge; extra capacity, extra options, the ability to grow without the risk of taking on a facility.
“The price was keen, the quality excellent, and the people fantastic. We are extremely happy with the Aganto experience- so much so we couldn’t wait to show the pictures off and tell our own customers about the new pop up warehouse!”
And if you need further proof, see Peter explain for himself: https://www.youtube.com/watch? v=abZlRE-hv-Q
Fittingly, this video testimonial is on social media platform You Tube which, as part of a strategic marketing decision, is where many video case studies are showcased. Disputing the old-fashioned image of the warehousing industry, marketing manager Ruth Oxley felt that with such fantastic feedback from Aganto’s customer services needed to be filmed, as well as documented in print traditional case studies and then reciprocated back on social media.
Ruth explains: “It can be misconstrued that this industry is behind in terms of social media, technology and being digitally savvy in general. However, in my experience, more and more businesses in warehousing, construction, logistics and more, are turning to social to express their gratification/ frustration.
“The fact that the MD of Mini Clipper Logistics was tweeting about his satisfaction of the job before it was even finished, and which the site team were still working on- was incredible and also a real boost to the team.”
Wanting to build on this modern take on customer services, Aganto work in partnership with a local Stoke-based film production company to film customer testimonials to share on a variety of social media platforms, coming full circle with the initial social media tweet of customer satisfaction. This innovative take on customer services has led to Aganto being a finalist in the customer service award at next month’s prestigious UKWA Awards.
Aganto. We’ve got you (all) covered.
AGANTO
Ruth Oxley, Marketing manager
Email: roxley@aganto.co.uk
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