Our customer resolutions for 2016

Here at K3 FDS, we’re making a new year’s promise to offer a better customer experience than ever before. Here’s how each of our teams will contribute.

2015 was another busy year for K3 FDS. We did some great work for our customers, strengthened relationships with vendors and a stand out moment for me was winning Global Sage X3 Partner of the Year.

Then, at the tail end of the year, I took the reins as Managing Director. It’s a privilege to be at the helm of such an exciting company. I’m looking forward to a great 2016 and hope we can help your business go from strength to strength too.

To kick start the year, we’re going to raise the bar in terms of how we look after our customers. As a company, we’ve long believed that offering a great customer experience is one of the most important ways we can stand out from the pack. But there’s always room for improvement, and we’re going to try harder than ever to be the best we can be.

Here’s how each of our teams promise to contribute:

Service Desk: Sharing more with our customers
Feedback tells us that our customers value regular contact with us, so our plan for 2016 is to ramp up the quality and quantity of our communications.

We took on responsibility for the company newsletter in 2015, and we’ve already worked hard to put in place a quarterly delivery schedule. Packed with promotions, product news, event schedules and helpful hints from our consultants, this should help keep customers fully informed. In the New Year, our customer communication plan will be enhanced. We’ll continue to send important support information and operational updates but we’ll make sure communications are role specific so they are reaching the right contact. And look out for an invitation to a breakfast briefing near you, coming soon! 

Sales: Leveraging connections
As one of the most “connected” teams of the business, we are going to harness our relationships to better serve customers. Whether it’s to get an expert view, brainstorm an idea, gain insight or share an experience, we’ve got access to a raft of specialists that we can leverage to help.

We won’t be limited to internal resources either. We have regular dialogue with vendors and key suppliers and will be empowered to involve them into our customer conversations. Speaking directly gets answers quicker and builds trust. It’s about combining our knowledge of the customers’ needs with our business connections to provide the best service possible.

Marketing: Keeping the website updated
We’ve just relaunched the K3 FDS website, and it’s now bursting with more useful content than ever. We know how much our customers value our library of resources, so our plan for 2016 is to keep things fresh and constantly add new product info, case studies, guides, blogs and news updates to keep our customers in the know.

Support: Offering more ways to get in touch
We pride ourselves on our ability to offer speedy and effective support via phone and email, but we want to give our customers more ways to get in touch in the New Year. Specifically, online and self-service options are gaining traction in a lot of different industries, and we’re planning to evolve with the times.

One of the things we’re introducing is an online portal where customers can raise new support cases at any time, view existing cases to find out the latest in real-time and add an update to an open case to help speed up the resolution. 

Finance: Building stronger customer relationships
Our finance team was bolstered last year with the introduction of a few new faces and we’re looking forward to starting 2016 with a fresh approach. Our resolution is to be as responsive and helpful as possible in our dealings with customers, providing them with quick answers to their questions and building stronger relationships over time.

Management team: To be closer to the customer
Finally, the management team and I would like to be more visible and accessible to our customers. In 2016 we will hold more face-to-face customer events. We already have two planned in February and we’re hoping that lots of customers will come along to talk with us. It’s a great chance to meet the management team who will be in attendance at each event.

Aside from events, you can reach any of my team by phone (0870 8734387), email or via social media. Feel free to contact Caroline Eva, Paula Cooper, Gemma Kantecki, Jude Rothwell and Megan Phiri when needed. I’ve provided a little overview of who’s who below.

For my part, I’m going to be writing a monthly blog on subjects close to my heart, so stay tuned.

Many thanks for all your ongoing support in 2015 and all the best for you and your business in 2016.

Meet the team

Caroline Eva – Head of Business Services
Overall escalation point for customer services issues and Manager of the Service Desk

Paula Cooper – Sales Director
Responsible for the sales team, including your account manager

Gemma Kantecki – Marketing Manager
Looks after our brand and all customer facing assets

Jude Rothwell – Head of Customer Support
Manages the support team

Megan Phiri – Head of Finance
Looks after our finances and the team

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