New Chep Customer Care Center Drives Customer Satisfaction Improvement
99% of all calls are resolved on the spot.
ORLANDO, FLORIDA - September 27, 2006 - CHEP, the world leader in pallet and container pooling solutions, today opened a new Customer Care Center at its headquarters here. The facility, covering 2,500 square feet on the building's first floor, serves as the main contact point for most customer inquiries.
Each week 23 full time employees in the Customer Care Center receive an average of 9,010 contacts, 68% by telephone, the balance by e- mail or fax. Coordinators are trained to handle a variety of calls, from placing and changing orders to invoicing. All relevant information is accessible and recorded on CHEP's CRM system, or can easily be retrieved from other systems as needed.
"The Customer Care Center is now answering 99% of all incoming calls, 93% within 30 seconds. More importantly for our customers, the average resolution time is now 1.36 days, an improvement of 3.38 days compared with last year," said Brian Malloy, Senior Vice President Sales, National Accounts and Customer Service. "This means our valued customers are able to gain the greatest benefit from the CHEP program and realize optimal productivity from their operations."
Before the Customer Care Center was started in 2003, there were several contact points for customers calling for assistance. Depending on the question, service could be provided by the Asset Recovery, Customer Implementation, Logistics, Tracking and Tracing, Transaction Management, Information Systems or Account Management departments. Different information systems and software applications were used to find answers, and many of these calls ended in a voice mailbox.
"We've eliminated dozens of different toll-free numbers coming into the Orlando office in favor of a one- stop shop for resolving common issues like proof of delivery, stock inquires, invoicing, order placement, booking of returns or answering general questions. We've also developed 37 different standard operating procedures and updated others to assure consistency in service," said Skip Miller, Vice President of Customer Service. "CHEP is working toward the goal of providing the best possible assistance to customers in a fast and effective manner."
Contact Information
Per Ohstrom
Director, Marketing
CHEP USA
+1 407 355 6491
per.ohstrom@chep.com
Ronald Margulis
RAM Communications
+1 908 272 3930
ron@rampr.com
