www.chilfentimberpackaging.co.uk

Chilfen Export Packaging are ISO 9001 certified. In order to maintain their certification, Chilfen Export Packaging must gather client feedback on a regular occasion to monitor the quality of their goods and services for quality assurance purposes.

EMSL created an easy to use system for Chilfen Export Packaging that would allow staff to capture vital information whilst on phone calls with customers. The feedback system was in the form of an online form with simple questions and tick boxes.

The brief was for a system that was totally non-intrusive and could be worked in to a natural conversation flow. The system included a secure log in area for data entry and dynamic tracking of customer feedback, also tracking who entered the data and when. Smart factors were included such as tracking when certain customers were last asked particular questions. CEP are able to group certain customers in order to keep an eye of high value customers and export data as required.

This bespoke app has been vital tool for Chilfen Export Packaging in effectively monitoring customer satisfaction. It has been a big time saver and has made recording information for the purpose of their ISO 9001 certification much easier.