Client testimonial  – Bring Citymail

“Ageris is a responsive partner who helped us to create a more efficient and more professional customer service.”

– Linda Sjösten, Quality Manager

Improved reporting, follow-up and quality to a lower cost

By partnering with Ageris we have received better monitoring of the customer service performance in relation to our objectives and through measurement of customer satisfaction index (CSI), we now have a better view of how customers perceive our service. Ageris is a responsive partner who helped us to create a more efficient and more professional customer service, says Linda Sjösten, quality manager at Bring.

Needs

Bring Citymail had challenges with staffing of customer service which resulted in unstable service levels. Bring Citymail also lacked the ability to measure and monitor some of the key performance indicators of customer service. This made it difficult to measure how events in and changes to postal processes affected customer satisfaction and volumes to customer service.

Solution

By continuously follow and work with key performance indicators such as errand time, service level,  call quality and customer satisfaction, the knowledge of how customers perceive us has increased and the quality of customer service has been improved. Information from customer service has been used for improvement of Bring Citymail’s own production processes.

Result

The result of the partnership with Ageris is stable service levels, improved control over the customer service function, increased customer satisfaction and more accurate volume forecasts.

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