Also online at: www.dijonline.co.uk 32 THE door industry journal winter 2022 Industry News How Ellard Ensures Efficiency in its Customer Service! The customer service team at Ellard are working extremely hard to improve the level of service that they can provide to customers by taking numerous steps to streamline processes as much as possible. Discussions have taken place regarding the introduction of splitting the team into proactive and reactive, as well as the plan to implement Conexiom which is an automated order entry system. In addition to this, Ellard has also recently installed a customer service dashboard. Displayed in the centre of the office, the dashboard is visible to all the customer service team. Providing real-time information on incoming calls; showing details of answered calls and missed or abandoned calls, this information allows supervisors to monitor volumes of calls and investigate the reason behind missed or abandoned calls. The addition of the dashboard, also allows the team to trace phone numbers of missed calls and get back in touch with those customers, ensuring that no enquires are missed. These features will assist the team in improving service, aiding in the development of their productivity, efficiency, and the ability to offer a more personalised experience. This also aligns with their goal of improving customer intimacy, giving the team further tools as they aim to surpass our customers’ expectations. Further functions include bringing a visual awareness to when a call is waiting as it might not necessarily be their line that is ringing. As well as this, the dashboard displays the waiting time of the calls next in the queue, this data encourages the team to pick up as soon as they can, as the timer is a visual reminder so that they can provide the quickest and highest level of service possible. All the data collected from the dashboard presents in one last figure, the customer service level. This figure is shown as a percentile. At the start of the workday, it shows 100% and the team aims to keep this as high as possible throughout the day. However, this level will go down if a call is abandoned or a customer has been waiting for longer than 15 seconds. The ever-changing percentage encourages the team to work to the best efficiency possible. A similar dashboard has also been introduced into the warehouse, this data includes the number of orders that have been sent out and completed per day as well as a measure of any errors or overdue work, which encourages speed and precision. Eventually, most departments will have their dedicated dashboard which will encourage all staff at Ellard to provide the best service we can for all our customers. AlluGuard’s ‘Bez Goes Running’ Raising Funds for the Multiple Sclerosis Society On Sunday, 2nd October, if you were watching the London Marathon coverage, you may have caught a glimpse of Matthew Berry raising funds for the MS Society. Matthew finished in 4hrs 29mins, but, more importantly, raised £2385 through his JustGiving page www.justgiving.com/fundraising/runbezrun Not content with bagging the London Marathon, Matthew followed up with the Manchester Half Marathon the following weekend and is also signed up for the Manchester Marathon on the 16TH of April 2023. He also has an Ultramarathon in the planning stage for 2023 so watch this space! You can still donate, so why not give Matthew a boost for the miles ahead? Congrats Matthew!
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