Rugby CSC is a logical destination and focus for Customer Journey Experience (CJE) visits. It is an important hub for customer service, order taking and planning for the Aggregates and Asphalt businesses. The team have hosted 3 in the last 7 days, from Martin Ashfield, Terri Charles, and Phil Guest.
Rob Cunningham, Supply Chain Manager, explains, “if you’ve hosted a CJE visit at your location you’ll know what it’s all about, if you haven’t then it’s likely you might at some point in the future. It’s a really useful way of demonstrating how we interface with our customers, our good practices and our challenges. It’s good to have an independent and fresh pair of eyes reinforce what we do well and also suggest improvements.
In summary the feedback from all 3 visitors was very positive. Some of the comments included; ‘the telephone manner of all Planners was exemplary’, ‘can visually track the company trucks with GPS giving good up to date information’ and ‘good rapport with customers who they knew and with new ones’. Some of the suggestions centred around working more closely with Readymix for forward information, better use of truck KPIs and more use of OF enquiry screens.
Here’s a photo of Terri with Garry Hornsby, note that Terri is wearing a training headset, something our visitors did so that they could listen to interaction with customers, weighbridges and drivers.