3 Proven Ways to Keep Your Customers Happy

How can you achieve customer service so fine that clients actually comment on it and spread the word about your company? Learn from the benchmark experiences of other companies, and benefit from the latest technologies to facilitate your work. So, what are client management tools?

, a leading provider of Electronic Data Interchange (EDI), has been offering a variety of robust, cost-effective EDI solutions since 1991. Projects of 123 EDI are typically complex and require coordination between sales, accounting and programming departments to ensure the company meets and even exceeds customers' expectations.

According to Bernie Murciano, President at 123 EDI, the following principles, supported by Wrike's features, help to achieve top-notch customer service:

Attention to detail
Being thorough in performing clients' requests, minding the details, no matter how small they are, is crucial on the road to customer satisfaction. But can you take the load of remembering too many things off your brain and still deliver everything and more to your clients?

Yes, you can! Wrike project management software stores all the short-term and long-term commitments of 123 EDI, providing "a view of the big picture without losing sight of the many details" says Bernie. Thus, 123 EDI stays ahead of the game and ensures that even minor customer needs are not overlooked. "Positive customer feedback doubled in a couple of months after we adopted Wrike," shares Bernie.

Seamless collaboration
To achieve excellent customer service, a unified effort of all the organizational departments is required. 123 EDI chose Wrike for teamwork with its enhanced collaboration features: real-time discussions, handy ways to follow tasks, and a cross-project newsfeed to track progress with ease.

What makes Wrike especially convenient for collaboration is easy data-sharing on project progress with everyone involved. If you wish to connect remote teams, external partners and clients to the project, you can easily do so – the number of external viewers is unlimited. Bernie confirms: "Wrike's user-friendly web application keeps everyone on the same page."

Commitment to timelines
When you deliver a project on time, customers appreciate it and come back for more. With Wrike's automatic reminders about tasks and updates, you never miss a deadline.

Scheduling tasks is simple and can be done from list, table and timeline views in real time. Bernie Murciano values this ability "to more effectively prioritize tasks by revising due dates." Thus, 123 EDI quickly reacts to the ever-changing business conditions, so that no customer is disappointed by a missed deadline.

Collaboration 3 min read

Keep Your Team Members on the Same Page with Wrike

Adoption of Wrike brought quick improvements both to managers and team members. “Wrike has been the most productive tool we have added to our arsenal since I started this business nearly five years ago,” says Dan Tipton, president and CEO at Tipton Communications. Read the whole interview with Dan to find out why Wrike turned out to be the best match for the company’s needs and how the workflow at Tipton has changed since it adopted this project management software.

Collaboration 3 min read

How to Optimize Remote Collaboration: inlevel's Success Story

Seamless collaboration is one of the major drivers of project success, especially if team members are spread across several cities or even countries. In the previous post, we described Wrike’s role in ensuring smooth collaboration for such teams. To elaborate on the topic, today we’ll share tips on effective managing of dynamic, distributed teams from our customer Maciej Janiec, CEO at inlevel. In inlevel’s success story, Maciej tells you about the best project management practices for synchronizing the workflow between team members when face-to-face communication is hindered or impossible. According to Maciej, “Managing a distributed team in a multi-project environment is much smoother when you can easily get an overview of what's going on at any moment, who is responsible for each task, and what’s next in the pipeline.” Read the full version of the inlevel case study and learn valuable project management advice, including how not to get lost in information overflow when you are multitasking. Want to level-up your remote team's collaboration? Using a work management platform like Wrike allows teams across timezones and locations to keep track of projects, streamline workflows and improve teamwork — all on one platform. Take a look at how it could help your remote team here.

Collaboration 5 min read

The Nuances of Building Great Customer Relationships With Japanese Clients

Today, even if you are not in Rome, you sometimes still need to do as the Romans do. Thanks to globalization, many of us have clients and partners all over the world. Ignoring the culture differences can be a stumbling block to establish relationship with client and helping your business grow. On the contrary, knowing several important national features of business communications will move you closer to building great customer relationships wherever your client comes from. Our first guest to share her helpful tips in this area is Yuko Ono from Japan, the president of Tsukuruhito Ltd., which specializes in developing online services based on brand strategy. If you have Japanese clients or partners, keep a note and share your observations in comments! Investing in trustworthy relationships takes time and tact In Japan, it takes some time and effort to win people’s confidence and see them share their thoughts and feelings with you. This is a very important stage of building business relationships, so let your clients take their time and try to be as patient and attentive to them as you can. Remember that it’s not common for the Japanese to express their thoughts directly, as people often do in the U.S. “Try to use euphemisms and polite forms, to not make an impression of an aggressive person,” Yuko Ono notes. Make sure the project goals meet the clients’ expectations Communication in the Japanese culture is not simply an exchange of opinions. It’s an important ritual to establish relationships. “Pay enough attention to discuss clients’ needs and expectations in the very beginning and make sure there are no misunderstandings,” Yuko Ono advises. This way, you’ll show your respect to the clients’ thoughts, which will help you build trust between each other. Besides that, communication in Japan often implies the ability to understand the underlying message that is not said directly. This way, if the goals weren’t set up in a clear way, things might get even blurrier as the project moves on, and it will end up in a waste of time and a customer’s dissatisfaction. The best way to prevent it is to talk things through. Lend an attentive ear to the feedback throughout the work “When the project is already in process, it doesn’t mean that now we can drift apart from our clients and then simply show them results of the work,” Yuko Ono says. According to her, attentiveness to the feedback is a key to success in Japan. To achieve this sensitivity, she always introduces the clients to everyone who works on their project and asks their opinion on different stages before the project is completed. Another important thing is to compare the interim results with the essentials that were established in the beginning to make sure clients are satisfied with where things are moving. “Here Wrike helps us a lot, as it is very easy to selectively grant the clients access to the pieces of data they are interested in,” Yuko Ono shares. What are your thoughts? Would this advice work for your country, too? “When several people work on several projects simultaneously, it’s quite a challenge to establish an easy workflow within a team. What I like most about Wrike is that it makes absolutely transparent all the current achievements, responsibilities and schedules of each team member. Now that we always have the most important pieces of data at our fingertips, our efficiency has increased dramatically!”— Yuko Ono, the president of Tsukuruhito Ltd. Tsukuruhito Ltd. is a Japanese company specializing in developing brand strategies through the web in a number of areas from educational systems to e-commerce services.

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3 Proven Ways to Keep Your Customers Happy

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3 Proven Ways to Keep Your Customers Happy

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Keep Your Team Members on the Same Page with Wrike

How to Optimize Remote Collaboration: inlevel's Success Story

The Nuances of Building Great Customer Relationships With Japanese Clients

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