Who would’ve thought that in 1983 (the birth year of the internet as we now know it) the internet would become vital in all that we do? Not just on a personal level, especially for work. It does have its many advantages. Less paper being printed due to e-mail. Information that is available 24/7. And the ability to send this information at a high speed all across the world. ‘Much better for the economy’, one would think. But the potential pitfalls of digitalization are a constant threat. In this article, we focus on ‘impersonal’ service.
In a 24-hour economy, it is the ultimate challenge to have everything delivered to the customer as fast as possible and on time. The massive amount of administrative work that goes into your order is perhaps something the consumer might not realize. Especially in certain markets, including construction and railway infrastructure, there is a lot of customized work. Turning this into an automated process can be quite a challenge. And let’s not forget that entering data into the system manually is sensitive for human error. Errors that could become quite costly and, furthermore, even cause unnecessary delays. Especially when the customer needs the product ‘now’. So everything must go faster. Placing the order faster, implementing it into the system faster, and deliver it faster. And that is precisely where a good service is key. Even more so when the customer needs the order just-in-time and according to their own planning, with little to no room for flexibility. We tackle this by partially digitalizing and making sure that our colleagues are able to implement everything faster and easier into the systems. Since the launch of our web shop, we take pride in our slogan ‘A single click makes online payment in our web shop super slick ’.
Does this mean that our quality service will also be digitalized? On the contrary, we truly enjoy facing the challenges our customers face and collaborate with them in order to deliver the best solution and with the expectancy of their products being delivered just-in-time. That is why we have combined the best, personal good quality service whilst still achieving the digitalization transformation that we need. How? By spending less time on administrative systems by having them automated, more time can be spend in investing in good customer relationships. Something that is truly priceless.
The expression ‘you go faster alone, but you go farther together’ fits perfectly with our goal to continuously connect the world of rail. And that can be done by drastically decreasing the administrative aspect of good quality service or perhaps take it away altogether. By downsizing on administration, you do not necessarily need to downsize on personnel. By collaborating with the customer in order to find the best digital solution, such as our web shop or connecting different systems via the Electronic Data Interchange (EDI) interface or even a combination of both via Open Catalogue Interface (OCI).
There is still so much possible within the world of digitalization, but without good quality service and customer relationships, it is not worth much at all.
Would you like to use our good quality service in regards to digital solutions? Feel free to contact our Application Administrator E-Commerce, Maarten Snijder.