Customer Centricity

Customer Centricity

Collaboration In Action – One Team CEMEX

Liz Dixon and Dani Cullinane, the new Customer Service Team Leader for the South East Aggregate Planning area, visited Fulham Shipping office.

Liz explains: “Initially this was with a view to looking at the phone software system they run alongside our existing phone system. This system has shown great benefits into the Fulham office and the customer experience as whole.

It is certainly something we could benefit from using in the Aggregate and Asphalt Planning offices. It would give us the opportunity to customise how our calls are answered and give us a wider window for listening to calls further down the line when there is an issue.

Having looked at this we then moved on to seeing how the shippers planned and if there were any best practices we could share. Having seen RMS, there are certainly some aspects of the system that, if transferable, could be better used to enable us to see customer deliveries more easily.

It was also a great opportunity to introduce Dani into the area that she will be looking after, especially with the fast moving London Ready Mix market. She got a better understanding of the material requirements into London and why in particular there was such a need for limestone in this market.

All in all it was a worthwhile and enjoyable visit and thanks to the Team in Fulham who made us feel incredibly welcome. Thank you to Nigel Bateman, Jason Ellis,  Andrew Chennells, Kevin D’Souza, Dennis Hennessy and Danielle Cullinane.”