When you ask a question about your quote or print job, you want answers fast.
What we continue to do to get your quick answers:
Personalised Account Managers who will call you (even if just to say hi)
Our team have access to more (and more) information – we can view your job as it goes through our factory, from quote to dispatch
Ongoing internal training about processes, products and finishings
Email support – when your Account Manager is out, a colleague monitors their inbox so your questions don’t get missed
We work to processes and timing, we understand this process so can give you answers
What we’re also doing to get you answers faster:
We’ve created a new role, an Internal Service Operator. Camilla has been promoted from Customer Service into this role. Camilla is the ‘go between’ from the office to the factory (and back). Camilla investigates customer queries and liaises with the Machine Operators. Her understanding of sales and operations makes her the perfect conduit.
We have a new Print Manager too. This role oversees the entire factory, this means jobs will be seen by one more set of eyes and our team processes will be improved. Luke, our Print Manager is passionate about time and motion, to make sure tasks are completed efficiently.
Updating our website with more information, so you can find answers without having to pick up the phone to save you time
Developing KPIs for our suppliers so they deliver what you want and we have more transparency
We will get back to you within 24 hours (you can hold us to this.)
We’re always learning, feel free to give us some feedback and even let us know what you do to ensure great customer service and quick responses.