ModusLink - Front-Line Customer Service Team of the Year
Company: ModusLink, Waltham, MA
Entry Submitted By: fama PR
Company Description: ModusLink Global Solutions, Inc. executes comprehensive supply chain and logistics services that are designed to improve clients’ revenue, cost, sustainability and customer experience objectives. ModusLink is a trusted and integrated provider to the world’s leading companies in consumer electronics, communications, computing, medical devices, software and retail.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Business Services Industries
Nomination Title: ModusLink's HERE Team - Evolving Our Customer Support
Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
As a supply chain and logistics solution provider to the world’s leading companies, ModusLink has its customers covered – especially when it comes to their needs beyond and after the point-of-sale.
ModusLink has dedicated support teams for each B2B and B2C brand it works with, stationed at contact center locations around the world. While the company’s support teams primarily focus on supply chain efficiency and order fulfillment (the true root of its business), there are instances where these teams may be required to go above and beyond their typical job description – and ModusLink’s customer support team for HERE has done just that.
A long-time ModusLink customer, HERE is a multi-faceted mapping, data and technology service company that caters to the automotive, consumer and enterprise sectors. As an organization in an industry that has evolved from folded paper maps to interactive satellite-enabled technology, HERE required an e-commerce and supply chain partner that would be able to evolve along with it – making ModusLink its perfect ally.
As HERE’s product offerings began to shift with the industry, ModusLink had to adapt all of its solution offerings for the brand, which included its dedicated customer support team. With the new technologies came new online ordering and self-installment procedures, forcing the support team to also evolve in the way it assists HERE’s customers. As HERE shipped out small USB devices for automobile owners to download the latest versions of their mapping software into the hard drive of their vehicle, ModusLink’s team had to become well-versed in the new products and technology in order to give these customers step-by-step instructions on how to complete the install process. With many of these customers scaling in the older demographics, more time was required to be spent with them, in order to be sure they understood the processes associated with their early-model connected cars.
With this level of technical assistance required, ModusLink’s customer support team for HERE evolved from a simple order fulfillment and e-commerce operation to a full blown technology hub. In order to meet these organizational needs, the team put procedures in place for new and existing members, including required product training, recruiting activities, agent profiling and additional policies in order to ensure that they had the right people with the proper education in place to meet the HERE customer’s needs.
These tactics proved to be beneficial as HERE has received customer satisfaction scores that are way above industry standard – which the company directly correlates to ModusLink’s efforts in assisting its customers in a way that surpasses a typical e-commerce or customer contact center solution provider.
By creating remarkable synergy between its brand, products, customers and support team, HERE and ModusLink have developed a strong partnership along all sides of their business operations, serving its customers where it matters most – on the front line. By having a well-educated support team ready to assist HERE’s customers around the clock, ModusLink is able to encourage trust and loyalty among HERE customers. The trust HERE had in ModusLink’s ability to properly help its customers with technical problems has truly paid off – and has given new meaning to the idea of “customer support.”