Summit Systems is using a new system and processes to monitor and record its customer service delivery as part of its ongoing approach to continuous improvement.
The Tamwoth-based plastics ancillary equipment supplier says it has analysed its service process in order to respond appropriately to customer needs.
“Although many companies market themselves as customer-focused, the reality is often that internal processes are reactive, rather than pre-empting issues before they arise,” explained Managing Director, Mike Jordan.
“By proactively addressing issues we can continue to provide our customers with the best service in the industry.”
In addition to its callout service, a more strategic approach has been adopted using Six Sigma methodology to drive continuous process improvements powered by data, with services such as 24-hour support and customer-focused KPIs reportedly coming under the close scrutiny of the management team in weekly reviews.
Jayne Sands, Customer Service Manager, commented: “Over the past few months we’ve focused on implementing a much more effective structure, which has already shown to reduce response times and improve customer satisfaction.”
Using a real-time traffic light system, Summits monitors and records response times to ensure consistent customer service delivery, with escalation procedures in place as a failsafe.
In addition to the new procedures, the company has recently invested in a new CRM system, which incorporates a televised dashboard/alert system which is in constant view of the Technical and Service departments.
Service Manager, James Gilbert, explained: “The new CRM system will improve project management, improve service engineers utilisation and provide customers with reliable delivery schedules.”