FOCUS ON CUSTOMER SERVICE
CASE STUDY
Customer Service leaders front Whistl webinar
Switched-on delivery management The first meeting between Parcelhub and Lighting Legends took place in a garden shed, just weeks after the company was conceived in September 2020. It’s been sweetness and light ever since. A lightbulb moment
As a leading operator of contact centres, Whistl Contact Solutions recently brought together a panel of industry experts to discuss ‘What is the current state of Customer Service in the UK?’ Hosted by James Revell, our Director of Contact Solutions, the webinar highlighted the need for UK businesses to meet heightened expectations from consumers, with improved customer service levels. 1. Leigh Hopwood – CEO of the Call Centre Management Association 2. Ben Booth – CEO of MaxContact 3. Martin Teasdale – Founder of the Get out of Wrap podcast and the Team Leader Community 4. James Revell – Director of Contact Solutions at Whistl
The webinar was informed by findings from the mid-2023 UK Customer Satisfaction Index, produced by the Institute of Customer Service. The key finding was that UK customers, across all industries, are growing less satisfied... 76.6 That’s an eight-year low for the customer satisfaction score – down 1.8 points on July 2022.
as there were simply too many parcels for one or two to process. That prompted the meeting in the shed with Parcelhub. ‘They understood we were tiny and a start-up’, says Adam ‘but they got us. They gave us flexibility and the benefit of not being tied to just one specific carrier, and it was great having just one daily collection by a regular driver who really looked after our parcels’. Just three years on, Parcelhub collects over 700 consignments a week in peak summer season and Lighting Legends turns over more than £2.5 million. Orders over £25 are delivered on a free two-day tracked service, with a flat fee of £2.99 for those under £25. We couldn’t be happier with Parcelhub, they’re specialists who save us so much time .
It’s late summer 2020, mid-pandemic, the nights are drawing in but still warm enough to sit out. Something was bothering Jon Saeed, a landscape gardener from Nottingham. Why do we put up with throwaway outdoor lighting, good for one season of British weather if you’re lucky, then consigned to the bin or skip? There had to be a less wasteful, more sustainable solution. So he drew up a spec for outdoor stringed lighting, took it to manufacturers, and challenged them to meet his quality standards. Result: a range of innovative, energy-efficient, high quality lighting to transform outdoor spaces. That was the beginning of Lighting Legends, set up by Jon and Adam Wilkins, a friend since schooldays bringing relevant experience in the broader property market. The switch to Parcelhub As soon as the website went live, orders started flooding in. So many in fact, that Jon and Adam found themselves driving round numerous newsagents to dispatch deliveries
Complaints are taking longer to resolve – and more remain unresolved.
Each of the 13 industry sectors surveyed has lower customer satisfaction than a year ago. The biggest decline is in the Transport and Utilities sectors.
WATCH THE WEBINAR HERE
For more about Lighting Legends, visit: www.lightinglegends.co.uk
Improvements customers are looking for: Make it easy to contact the right person to help Improved employee behaviours and competence Better website navigation
Answering the DIY SOS for Children in Need Lighting Legends supplied and installed the string lighting and smart socket for the new children’s counselling and therapy space at Treetops Hospice in Derbyshire. Last year’s BBC Children in Need Big Build, the project involved the Lighting Legends volunteer team working tirelessly in pouring rain to complete the task alongside the BBC crew and other local businesses. Needless to say, Jon and Adam were delighted to meet Pudsey!
Source: UKCSI July 2023, The Institute of Customer Service.
Visit: www.whistl.co.uk/contact-centres
For further information, visit: www.parcelhub.co.uk
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Whistl Magazine • Issue 1 / 2024
Whistl Magazine • Issue 1 / 2024
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