One year on: Bobst reflects on customer service focus

Packaging Solutions

Bobst UK and Ireland has put customer satisfaction and engagement at the forefront of the Business Unit Services Transformation Programme after joining The Institute of Customer Service.

One year after becoming a member, the company has implemented a range of initiatives and restructured its global business to reflect the importance of quality customer service, bringing about cultural change within the business.

A dedicated customer care team has been established and formal processes implemented to roll out best practices learned from other member companies. Sales operations around the world have also been reorganised to better reflect current industry structures and ensure improved and uninterrupted service to Bobst customers.

The company joined The Institute of Customer Service in June 2016 as part of a wider business initiative, the Business Unit Service Transformation Programme. These initiatives, implemented as part of the membership, have been designed to complement this group worldwide transformation programme.

Alan Letford, head of Customer Care at Bobst UK and Ireland, said: ‘Our first year as a member has been focused on introducing new schemes and processes that will enable us to reach our goals of achieving Service Mark Accreditation and for customers and employees to recognise that there has been a significant change in our business practices.

‘However, what we have learned in year one is that excellent customer service is about more than just initiatives and processes; there has to be a complete change in culture within Bobst at every level as customer service becomes a key differentiator and business driver.

‘Membership has introduced a completely new perspective to Bobst. We have implemented a knowledge sharing culture and customer service is at the forefront of everything we do. This is so we can ensure quality of supply backed by efficient processes to drive our business forward. We feel that we have now laid a solid foundation for the company to achieve the much sought-after Service Mark Accreditation.’

Bobst UK and Ireland has a five year membership with The Institute of Customer Service. When the company joined last year, an initial benchmarking survey of customers and employees gave a satisfaction index score of 80.5 out of 100. Another survey will be conducted later this year so that the company can assess progression and development over the 12 month period.