Kesko Senukai Digital, the leader of the e-commerce segment in the Baltic States, considers the quality of customer service to be one of the components of successful development. With the recent expansion of cooperation with the international parcel delivery company “Venipak”, even faster growth is expected.
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Marius Dūdėnas, the courier manager of the company, which is ahead of e-commerce giants such as “Amazon” in terms of sales in the Baltic States, says that great efforts are being made to ensure high quality of customer service in all chains.
“Internal processes ensure that goods reach customers according to all our internal quality standards. Later they are transferred to logistics partners. It is very important for us to be able to trust the supplier, because the way in which the goods reach the customers also affects our reputation,” says Dūdėnas.
Promising cooperation with “Venipak”
“We have already assessed the potential of cooperation with “Venipak” and are expanding the range of activities. For us, the flexibility and ability of the delivery company to adapt to customer needs, as well as the ability to receive feedback, are important to us. We call each other partners, and such an approach really helps to improve the quality of customer service ,” confident “Kesko Senukai Digital” courier manager in the Baltic countries.
Speaking about the advantages of “Venipak” in the B2B segment, Duden points to a fast-reacting and proactive management chain – problems are solved immediately.
“Venipak is rapidly improving its service and customer service and this is already reflected in the results. Trade is characterized by strong seasonality and it is very important for us to provide quality customer service even during the busiest periods such as holidays or Black Friday sales. “Venipak last year worked really well because we didn’t have so-called bottlenecks or bottlenecks in the logistics chain, so customers received their purchases on time, even though the volume of trade was three or even four times higher than usual,” says Dūdėnas.
Feedback is most appreciated
The head of “Venipak” Justus Shablinsk states that in the last six years the company has grown more than one and a half times. Although the process was really complicated, feedback from customers, especially large companies, helped to improve the quality of service and service.
“We continue to value customer feedback and improve internal processes and service quality accordingly. Thus, Kesko Senukai Digital, which professionally evaluates all customer service chains, is an excellent cooperation partner that helps us to improve,” assures Shablinsk.
For some time, the evaluation indicators of couriers in the company have been monitored at the highest management level. This allows not only to fulfill the set tasks, but also to immediately take measures if negative changes are observed. This approach makes it possible to maintain steadily increasing indicators of service provision – year after year, couriers are evaluated with 4.8 points out of 5 possible.
“We consider such feedback as a means of motivating employees, so we thank them for a job well done. On the other hand, we never stop working on improving the quality of service. This gives us the opportunity to see how a particular courier is doing, and if the result deteriorates, we invest first time and knowledge in improving the skills of employees. We have also introduced work training practices and continuing education programs in the organization,” says the head of “Venipak”.
The company also monitors the fulfillment rate of shipments and strives to ensure that 99.8 percent of shipments are delivered correctly and within 24 hours in the Baltic States. Special transport equipment and automated processes are used to manage this process.
