8-Decade Old Printing Press Company Benefitted with ISO 9001 Implementation by Reach ISO
Our Client – Eight Decade Old Printing Press Company
The client is one of the oldest organizations involved in research and innovation in the field of global printing industry. Starting from printer equipment supply to technical, performance, and process related solutions, the client organization has been a reliable name for quality and sustainability for over 8 decades now. With a mission of shaping the future of printing industry, the client has implemented several business ideas and innovative technologies to take the business to the next level. With above 11,000 employees and sales partners at 250 locations, the client has a global footprint in 170 countries around the world.
Project Challenge – Unavailability of Measures to Capture Customer Service Process
This is another usual problem in the typical organizational structure to ignore or give less importance to the customer service management system. Our client did not have a proper process to capture customer interactions and thus no means to monitor, analyze, and improvise on that front. As a result of this the client was losing a lot of potential business opportunities.
So, with a huge number of customer enquiries, the client was in need of a sophisticated process to document customer interactions, capture the nature of queries, level of solution imparted, and the level of customer satisfaction, etc. After learning about Reach ISO and having the initial conversation, the client decided on handing over the project because of our prior experience and a certified team of ISO certification consultants.
ISO 9001 Implementation by Reach ISO to Streamline Customer Management Process
First of all, the Reach ISO consultants got the clear understanding of the customer engagement model at our client’s organization and its existing customer service process. Comparing the existing model with the ideal scenario customer service model, our ISO certification consultants devised the plan for implementing appropriate customer service management process by integrating customer enquiry, smart requirement gathering, and periodic requirement review, etc.
We made the client understood that ISO 9001 standard focuses primarily on customer satisfaction and built up an extensive process based on the standard requirement. Our team of ISO consultants helped the client in customizing and standardizing the customer service management process to the need of our client. As part of the ISO implementation, we also introduced an effective feedback system that ensured the customer satisfaction levels always stay above 80%.
How the Client Benefited from ISO Implementation
After implementing the ISO 9001 Customer Management System, the average customer satisfaction level of the client is now at around 92% and also close to 60% of the returning customers has requested new orders. These figures are undoubtedly a significant improvement in the client’s part and Reach ISO’s part as well. Apart from a happy client, with this successful project we secured a long-term business relationship with the client.