Since the introduction of Balloon One’s 24/7 support teams 18 months ago, the demand for out-of-hours support has been high; with over 20% of customers signing up to the service. Balloon One have always differentiated themselves through customer service levels, working as the leading implementation partner for HighJump WMS in Europe.
The Operations Project Manager at Pandora, states “We are extremely pleased with the 24/7 support service provided to use by Balloon One. Since starting the extended hours contract we have found that calls are efficiently responded to and resolved within a timely manner. The new support team has quickly learnt our setup and respond well to any queries.” Pandora are a long standing Balloon customer and were an early adopter of the 24/7 service.
The introduction of support teams in North America and Asia at the end of 2017 came from an understanding of changes within the UK Small and Medium Sized Business (SMB) Warehousing industry. As businesses increasingly focus on customer service, the expectation and subsequent strain on warehousing operations has led operations managers to consider warehousing shifts outside of conventional working hours. Craig Powell, Managing Director at Balloon states “whether you are a large or small business, selling to consumers or businesses, the trend towards faster delivery times is unwavering. The expectations of customers is having a hugely disruptive effect on in-house logistics.”
Balloon’s Service Delivery Manager, Anna Klysik, states “Although the implementation of a global support team has not been without its headaches, it has been an important strategy to ensuring we are staying at the forefront of customer service. Customers can now consider implementing out-of-hours operations with the peace of mind that their end-to-end IT architecture will be supported.”
The shift in focus comes in a period of high growth for Balloon One, both internationally and in the UK. With a 12-site WMS, TMS and ERP project in Asia, alongside projects in Eastern Europe and Ireland, coupled with 4 WMS implementation projects underway in the UK in Q3 alone, Balloon’s ‘doubling-down’ on customer service appears to be resonating with the industry,
Balloon One were awarded HighJump EMEA Partner of the Year 2018 at HighJump’s annual Elevate conference in March.
Visit Balloon One at IMHX 2019 on stand UK9.
t: 020 8819 9071