Customer service 24/7 and an NPS of 63

What is the magic behind achieving an astonishing customer service Net Promoter Score (NPS*) of 63!? Well, the answer is that you need to provide the best service experience in the industry. Here are some insights to how we do just that!

”We are very proud of what we have achieved and I believe that the customer service NPS of 63 proves that we are taking the right actions, especially compared to what we hear about the services delivered by other providers in the industry,” says Niklas Adamsson, Chief Operating Officer at Envirotainer. He continues “We work very closely with our strategic customers and listen to their needs when we develop or make changes to our set-up. It is in our nature to never quit and I am confident we will continue to provide the best customer service experience in our industry for many years to come.”

Local knowledge backed by seamless global customer service

Envirotainer operates customer service centers in Singapore, Dallas and Frankfurt to make sure customer service is always available, no matter your time zone. By placing customer service teams in three different regions, customers get access to in-depth regional market expertise while at the same time benefiting from a globally aligned and knowledgeable service network.

”We collect and analyze data from our support cases. In our CRM-system we can then follow up and see if we have an increasing number of questions about a certain topic. If so, we update the global knowledge bank used by our customer support services, which benefits all our customers, across the world,” comments Karin Torvenius, Global Customer Service Manager at Envirotainer.

Weekday and weekend services based on different needs

Since January 18th, Envirotainer offers true customer service 24 hours a day, throughout the year, to all customers over the world. During weekdays, Envirotainer assists with all types of services, ranging from questions about ongoing orders and invoices to more detailed operational questions regarding dry ice calculation, load optimization, technical support and container functionality. During weekends, Envirotainer focuses on technical support.

“What we have seen over the past year or so is that most questions during the weekends relates to technical support, such as questions about container functionality and the customer portal,” says Karin Torvenius.

Customer service via phone, email and also online

One key aspect of providing the best customer service is to be available in a way that meets the expectations of you as our customer.

“We strive to make it easy for customers to find the answers themselves. Different people prefer different ways and go through different channels. Our end-goal is to make it as easy as possible for as many people as possible to get help from us,” comments Karin Torvenius.

When necessary, you can get in contact with Envirotainer’s customer service by using any device and also choose whether to call us, send us an email or create a service case directly online.

The service level is regularly evaluated by asking a couple of questions:

• How satisfied are you with the support you received?
• How would you rate the expertise of the person that supported you?
• Was it easy to get in contact with customer service?
• Was your case resolved in a timely manner?

The latest average rating for the customer service at Envirotainer was 4.6 on a 5-point scale.

One recent addition

Envirotainer’s online customer portal contains all information that you as a customer might need – invoices, orders, shipment reports, statistics, dry ice calculation, qualified stations, FAQ, etc. As already mentioned, it is now also possible to create service cases digitally via the customer portal.

How does it work?

1. Log in to the customer portal.
2. Click on the link Create support case at the bottom of the start page or on the icon Support Case.
3. Specify what type of case you need help with by choosing from the drop-down menu.

One key benefit of registering a support case online is that all your specific orders are available in a drop-down menu, which reduces the risks of human error. You can also see any support case you have registered in an overview for easy access.

*Net Promoter Score (NPS) is the percentage of customers rating their likelihood to recommend a company, a product, or a service to a friend or colleague as 9 or 10 ("promoters") minus the percentage rating this at 6 or below ("detractors") on a scale from 0 to 10. Respondents who provide a score of 7 or 8 are referred to as “passives” and does not enter into the overall percentage calculation.