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.
, 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 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.
To achieve excellent customer service, a unified effort of all the organizational departments is required. 123 EDI chose Wrike project management software 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.