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Investor In Customers Award RAM Tracking Highest Accolade For ‘Exceptional’ Customer Service

By Maddy Price
Tuesday, December 6, 2016 - 12:40

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RAM TRACKING award 1 (L-R) Nick McClellan James Monks Scott Chesworth Chris McClellan

Leeds-based business, RAM Tracking, has achieved the highest possible accreditation for its service to employees and customers from independent assessor, Investor in Customers (IIC).

The vehicle tracking provider – which provides GPS tracking software to businesses with commercial vehicles – is the only vehicle tracking business to secure a three star ‘Exceptional’ rating for its quality of customer service, investment in employees and management processes.

The three star rating is an improved result for the business, which received a two star ‘Outstanding’ accreditation earlier this year, and is testament to the firm’s ongoing commitment to listen and respond to customer feedback.

Just six months after IIC’s survey on RAM Tracking’s customers and employees, the firm introduced staff benefits directly from feedback they have received, such as increased holiday allowance, loyalty schemes and improved commission and bonus plans. RAM Tracking also invested in a 18.5 per cent increase in head-count to support its rapid growth plans and allow even more capacity to service and delight its customers.

The telematics firm also delivered on its ongoing commitment to being a customer-centric organisation, by directly focusing on systems and areas of the business that their customers wanted improvements on. As a result, it increased and introduced new user-adoption processes. RAM Tracking already identifies at point-of-sale the key features that will help customers manage their fleets more efficiently. The after-sales team can now actively monitor how customers are using their tracking system and are able to proactively call users to train them on the features they are not utilising but would have financial and environmental benefits to their business.

Chris McClellan, CEO at RAM Tracking, said: “Whilst receiving a two-star rating earlier this year from IIC was a superb achievement, this year we wanted to secure the highest possible accreditation. Our employees and customers are at the heart of everything we do and by engaging with IIC, it allows them to have a direct voice within our business to help shape the future of our products and processes.

“We were determined to undergo IIC surveying twice this year so we could implement systems that would have a real-time benefit to our customer’s operations, as well as improve the working environment for our employees. Since the last survey, which was six months earlier, we have continued to shortened the time it takes to resolve customer enquiries, launched apps and software enhancements to boost fleet productivity, and supported employees to develop their careers which has resulted in  12 per cent of employees being promoted over the last 6 months.”

The introduction of customer forums is aiding the continual development of the RAM Tracking service, by ensuring that access to feedback remains at the core of the business.

Chris McClellan, added: “Although we’ve achieved the ‘Exceptional’ rating, we still have much more in the pipeline and will continue to build customer loyalty. We are already in the process of launching a new customer training hub, allowing them to self-learn at their own pace and ultimately become super-users and advocates of the business.”

Danny Pickering, director at Smile Customer Experience which conducted the assessment on behalf of IIC, said: “RAM Tracking fully embraced the challenge to turn its two stars into three and its quick, six month turnaround was an outstanding achievement. It was a real team effort – everyone from the sales and customer success teams to the software developers were on board – and their collaborative performance is what ensured they got the top result.

“RAM Tracking has made sure that every aspect of its customer journey positively benefits the user. From initial enquiry, to delivery, to installation – all of the processes that it has implemented will favourably impact the customer experience.”

IIC is the UK’s leading customer experience consultancy and is a nationally recognised standard. It rates businesses between zero and three stars, benchmarking their ability on understanding and meeting clients’ needs, delighting clients and creating loyalty.

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