Following a 2018 customer satisfaction survey, which placed Saint-Gobain PAM in the top 25 per cent of manufacturing companies for customer satisfaction, the business is committed to go even further to ensure customers receive a service that is second-to-none. The transition to XPO Logistics is just the first step in streamlining internal processes as part of a move towards a more technological, sustainable-driven operation.
After a seamless transition at the beginning of September, Saint-Gobain PAM has now updated its IT Solution with XPO’s track and trace technology so that their customers will have a more transparent view of the delivery status of their orders. Customers on some delivery routes will also have seen electronic proof of delivery and new vehicle types with a planned roll out across the country in coming months.
Kathryn Jakubiak, Head of Customer Services, said: “Our transition to XPO Logistics is a key investment and will help us improve our customers’ experience. We can now track and trace all orders and provide customers with real-time information on where and when they will receive our products thus improving our responsiveness to requests for delivery information. We know that this has been a cause of frustration in the past so are delighted to have the tools available to increase customer confidence in this area.”
The ability to monitor journey routes will also allow Saint-Gobain PAM to manage and reduce their carbon emissions which is the first phase of exciting new developments that will have a positive environmental impact. Further improvements are planned to enhance Saint-Gobain PAM’s customer delivery experience so watch out for more information very soon.