LeanLogistics
Company: LeanLogistics, Holland, MI
Entry Submitted by: Murdoch Marketing
Company Description: LeanLogistics is a global leader in SaaS on-demand transportation technology & supply chain services. Founded in1999 by logistics & transportation executives with a shared vision of leveraging web-based technologies to optimize supply chain processes. Headquartered in Holland, MI, LeanLogistics is a Brambles Company & has won numerous awards for customer service.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation
Nomination Title: LeanLogistics
Tell the story about what this nominated department achieved since the beginning of July last year (up to 500 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:
LeanLogistics provides world-class customer service and support to clients in
the country’s largest transportation network. LeanLogistics’ help desk serves as
a trusted partner for customers across the supply chain. The results of a recent
customer-satisfaction survey are proof of LeanLogistics commitment; 96% of
clients indicated they are planning to renew or expand their service, and 96%
indicated they would be willing to provide referrals.
In 2010, LeanLogistics experienced a customer service agent satisfaction rate of
99% on closed incidents. The turnover rate in the customer service department
is zero%. The customer service team handles an average of 1100 incidents per
month with 90% of incidents resolved within 24 hours, 93% resolved within 48
hours and 95% resolved within 72 hours. Additionally, 93% are resolved at the
first level of support. This first level resolution rate is well above industry
norms for multi-level support. The team receives requests via multiple channels
– email, phone, and web self service. Making it easier for customers to request
and receive assistance is a goal of the team. In 2008, LeanLogistics implemented
RightNow CRM, a customer service suite designed to deliver an exceptional
experience that nurtures loyalty through better customer insight and feedback.
Development of an on-line Knowledge Base, the Lean Library, provides answers to
many questions and provides documentation and training information for customers.
LeanLogistics combines technology and services to tailor transportation
solutions to the needs of customers. The customer-service focus is a natural
byproduct of the LeanLogistics Software as a Service (SaaS) business model.
Unlike traditional installed technologies, LeanLogistics clients pay a monthly
subscription to access a suite of web-based services. Accordingly, there isn’t
the transition from a ‘sales’ to ‘support relationship, as LeanLogistics must
provide consistent value to the client throughout the relationship.
That relationship begins as the Sales and Marketing teams develop an in-depth
understanding of the client’s business and objectives. The Development and IT
teams then tailor solutions to meet the client’s needs. The Client Services team
provides ongoing support, such as benchmarking and best practices, to ensure
that clients realize the full value of their transportation management system.
LeanLogistics has a high client to customer ratio, guaranteeing the client has
access to a full team of professionals.
All LeanLogistics employees are accountable for delivering exceptional service.
Each year LeanLogisitcs hosts a ‘ClientConnect’ customer symposium that brings
together clients from across the U.S. for an education and training forum as
well as a networking opportunity.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://leanlogistics.com/News/All-Press-Releases/LeanLogistics-Hosts-2010-Annual-ClientConnect.aspx
http://leanlogistics.com/News/All-Press-Releases/LeanLogistics-Recognized-As-Top-Preferred-Service-.aspx
http://leanlogistics.com/News/All-Press-Releases/LeanLogistics-Recognized-with-WTG-Supply-Chain-Dis.aspx
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Joycelin Denstone, Customer Support Manager, joined the LeanLogistics team in
2007. She leads a team of four customer support consultants that provide
superior customer support. Joycelin has been instrumental in the growth and
development of the Customer Support Team creating an atmosphere of continuous
process improvement. She implemented and maintains the CRM incident tracking
software as well as facilitated improvements in the operational performance of
the department.