Customer Relationship Management Team
Our new CRM team
WMS now has both a new Customer Relationship Management (CRM) Team, and a new phone system. Hopefully our customers are discovering that the combination of the two is now providing a significant improvement in the level of customer service we provide.
During the Summer of 2004 we realised that our existing phone system was struggling to cope with the number of calls we were receiving. We were unable to ascertain how many calls were waiting, how long we were taking to respond or the amount of calls were being abandoned.
CRM calls monitoring screen
All this has now changed. Our new telephone system allows the CRM team to monitor their own performance in responding to calls. Through close monitoring of orders and calls received throughout the year we are able to build in the additional resources necessary to cope with the peak times and maintain the high levels of response that we have been achieving.
At the same time as improving the phone system a skills audit was undertaken to ensure that the staff in this section had the customer care ethic essential for achieving the high level of service required.
We also introduced more flexible working and term time working, thus giving us access to a huge reserve of people wanting to work, but unable to fit in their caring responsibilities with their requirement of attending work full time.
Our belief that we have been successful in matching the needs of the posts with the right people for the job is reflected in the following thank you from one of our customers.
“Thank you - to everyone - you are a great team - always so polite and helpful and don't sound as if you've been on a course to make it that way!”
A satisfied WMS customer.
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