Danwood Wales, leading print and document specialist, has created a dedicated customer care team following the organisation’s recent acquisition of SET Digital Solutions.
The team will be on the road visiting and engaging with new and existing customers on a daily basis and will be led by Bev Ahern, 48. The team will also consist of three additional customer co-ordinators, Antonia Kemble, 27, Chris Griffin, 27and Jennifer Watkins, 24, all from Cardiff.
Each individual will be responsible for a specific territory around Wales, with the two Welsh speakers, Miss Kemble and Mr Griffin focusing on customers predominately based in West Wales.
Richard Corkhill, Managing Director, Danwood Wales, commented; “Since SET Digital Solutions became part of Danwood Wales our customer numbers have grown considerably here in Wales and it’s important for us to ensure that the transition for our new customers is as smooth as possible. Through the creation of specialist customer care roles we are building a dedicated customer care team, to support those affected by the acquisition and to benefit our existing customers in the long term.”
The team will act as the first point-of-contact for the company’s customers, handling day-to-day issues regarding their print services contract, including invoice, toner or delivery time queries. Additionally, customers will be able to submit meter readings to the team which will help to improve accuracy and reduce customers’ printing costs.
“Normally, within the print industry, customers typically have a good experience with their chosen service provider at the start of the business relationship, and we then see the customer service experience decrease. This is because the contact between the client and the service provider only occurs when there is a problem”, states Mr Corkhill. “We want to ensure this does not happen at Danwood Wales. The introduction of a specialist customer care team will guarantee our clients’ customer service experience remains at the highest level throughout their contract. Furthermore, it ensures we remain ahead of our competitors and that we are able to educate customers on new technologies which may benefit their business.”
Bev Ahern, previous employee of SET Digital Solutions and Customer Care Team Leader at Danwood Wales commented; “At SET our attention was to focus on the service we provided our customers with and it’s reassuring that Danwood Wales is doing the same. I’m looking forward to my new role and I believe the expansion to the team will help Danwood Wales prosper and achieve its future growth plans.”
Mr Corkhill, concludes; “We are aware that customers want their outsourced providers to be an extension of their business and that is what we aim to achieve with this new team. We continue to be firmly customer-focused and I strongly believe this approach forms the foundation of our continued success and growth in Wales.”