Tradeteam’s Customer Service Centre now manages all customers distribution queries. The centre employs 40 people and reports directly into the operations function, enabling the rapid resolution of any day-to-day service issues.

The centre deals with order capture, direct call logging, complaints analysis and pro-active customer surveys. Already, feedback for this service has been very positive and tradeteam plan to use its capabilities not only to improve service levels to all of its customers but also to introduce market focussed initiatives into the business.

What has The Customer Service Centre Achieved?

• With a layer of communication removed, the Customer Service Centre can provide a quicker and more direct response to an outlet's needs. There is no middle man and at its simplest, it provides a 'One Stop Shop' for all queries.
• The Customer Service Centre has close links with the operational teams which means that the team understands the process of getting things done. Solutions to problems can be delivered quickly and effectively.
• The Customer Service Team has the flexibility to deal with all types of order requirements. Orders can be processed via EDI, email or phone.
• The Customer Service Centre provides customers with detailed Management Reporting. Call information can be analysed by outlet and query type and used proactively to address any service issues. Reports highlight key points - reasons for calls, outlet behaviour, tradeteam performance and provide a deeper understanding of the issues that arise from the ordering and delivery of drinks.
• The Customer Service Team is regularly monitored internally by tradeteam itself. The handling of all calls, individual performance and query resolution is regularly and objectively reviewed.
• The Customer Service Team regularly carry out 'Outlet Surveys'. Each outlet is given the opportunity to participate directly in improving the service it receives by feeding back to tradeteam any views, opinions and suggestions on service improvements.

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