At NetEDI, our goal is to revolutionize supply chain efficiency for our customers and allow them to communicate automatically and securely with their business partners and customers. Not only that, but the service we provide is fully managed and supported by experts. In our latest blog, we’ll hear from Chris Lowe, our Support Manager, about what our customers can expect from our world-class support team.
Q. Let’s dive straight in – what can customers expect from our service?
Our customers know that we’re here to help them and trust us to provide a friendly, efficient and speedy service. As well as enabling our customers to streamline their supply chain and lines of communication, we also manage their system to make sure it’s working exactly as it should be. Our team actively monitors and reports on every system, informing customers of any problems that may arise.
We’re also extremely pro-active. We’re here to spot and solve issues, most of the time without the customer needing to do anything themselves. We also take ownership of an issue and put all our efforts into solving it, regardless of whether the issue originated with us or not.
Q. What’s the most important thing about our customer service that sets us apart?
Without a doubt, it’s the personal touch that sets us apart. Customers call and know our first names and that goes a long way in making them feel comfortable about communicating with us. No one wants to feel like a number, and we go out of our way to make sure our customers don’t feel like that.
As well as that, you can really tell that everyone at NetEDI is pulling in the same direction and working as a team.
Q. It sounds like there’s a real sense of partnership. Do you feel this is rare in the world of customer service?
It is a partnership absolutely. Providing a managed service means we need to work with our customers and yes, unfortunately, this can be quite rare. I think we’ve all had the experience of ringing a customer service line and feeling like the person at the other end isn’t really listening or that they’re passing the buck and again, we never want our customers to feel like that.
To give an example, we recently had a customer who was having an issue with their ERP integration. Their ERP system kept crashing and only worked intermittently – a very stressful situation for our customer. Even though this problem originated with the ERP provider, we drove the investigation, working closely and pro-actively with everyone to make sure it was fixed. We also completed the manual processing for three weeks while the issue was dealt with and the customer was very happy with the support we provided.
Q. How would you describe the support team?
I would describe them as technical and analytical certainly, their expertise is what allows us to provide a high-quality service. But they also have the personalities to really engage with our customers. They work hard to make sure they explain everything clearly and in the most helpful way possible.
Q. And what about you personally? What drives you and what do you think makes you so well suited to customer service?
I’ve got 18 years’ experience in customer service, 12 of those working in EDI and I’m very passionate about what I do. I aim to lead from the front and provide an example to all colleagues. Maybe one of the reasons why I’m suited to this job is because I’m quite competitive – with myself as much as anyone else. I want this support team to be the best – I want this company to be the best and I’m determined to fix any problem that’s put in front of me. I think I can stress my wife out sometimes, when things don’t go to plan! But that determined nature definitely gives me an advantage in my work.
A big thank you to Chris for taking the time to talk about what it takes to provide a world-leading managed service. If you’d like to hear more about our solutions and the problems we solve for our customers, just get in touch using the options at the top of the page.