Customer service is at the heart of STTI’s information system. It is the only point of entry, offering our customers a privileged relationship with a single point of contact. Its mastery of all our businesses and products is a skill that gives it expertise in dealing with the various requests from our corporate customers or end consumers.
We are aware of the importance of information today, and that it is just as important as the delivery service itself.
Stakeholder expectations in terms of information are so high, particularly in the field of home delivery, that it is essential to continually improve in order to offer our business customers an experience that meets or exceeds the highest market standards.
That’s why we’re working hard to develop new, relevant communication tools and processes, so that we can provide our customers with high-quality, easily-available information in real time (date of appointment, POD feedback, photos of the delivery, URL, etc.).
As a direct intermediary between the customer and the various stakeholders, Customer Services plays a key role.
Our team focuses its efforts on providing a response as quickly as possible, whether the request is for transport, logistics, invoicing, quotations, etc.
Also, knowledge of our products is a real asset for customer service, which will be able to provide an answer to any question – a key skill, in other words.
All purchase orders are transmitted to us via a digital channel that ranges from the simplest to the most elaborate. We process Excel files sent via an FTP server, direct EDI integration or via a loading station installed at our customers‘ premises. The loader station can also be used to print shipping labels to facilitate end-to-end tracking of the service.
In conjunction with the in-house IT department, Customer Services will be able to propose the most appropriate solution for our customers’ order processing needs.
Customer Services manages any geographical anomalies or inconsistencies before integrating the purchase orders into the various transport and logistics operating systems.
The orders are then allocated to each of the STTI departments concerned according to the delivery service requested: Big LDD, Small LDD, flow management.
Assigning an order to a service automatically triggers the pricing applicable to the shipment.
An email can be sent to the various stakeholders to validate this first stage.
The aim of Customer Services is to ensure that logistics and transport operations run smoothly:
– Responding to all requests or complaints from our corporate customers and end consumers, whether for our transport activities (Big LDD, Small LDD, road, courier, single-piece) or logistics (stock quantities, shortages, etc.).
– Handling customer requests (quotations, delivery tracking, logistics information, goods returns, order cancellations, etc.).
– Providing assistance and support for our partners and internal departments. Our agents deal with problems such as incorrect transport information, delivery problems, queries about item numbers, etc.
Comfour is a tool developed by Leroy Merlin, the leading operator in the DIY sector, for tracking orders delivered to private homes. It enables all parties – the Leroy Merlin shop, the supplier and the carrier – to exchange information and track the delivery process. STTI has an interface between its information system and Comfour, enabling information to be updated automatically. At the same time, a dedicated customer service agent deals with anomalies, problems and messages in Comfour on a daily basis to ensure that exchanges run smoothly.
Whatever the level of quality of a service or product, a number of events can occur which can damage the reputation of a brand or service. We believe it is vital to be able to remedy the situation in the best possible conditions and as quickly as possible.
Customer Service handles requests for product returns, from transport requests to the return of the product to stock, the after-sales service area or its destruction.
After-sales service requests, which we carry out at our customers’ request, are handled by Customer Services.
We are committed to following up and handling transport disputes quickly, in compliance with regulations, in order to alleviate any inconvenience suffered by the end consumer.
It is important to reassure buyers by enabling them to contact us at any time and through the channel of their choice. Our telephone number and e-mail address are systematically included in all our dealings with end users.
At STTI, we believe that it is important to be contactable and to provide assistance at any time by telephone, so we have set up specific call numbers for each stakeholder: end user, client, partner, with computerised management of missed calls to call back or manage queues.
In the same spirit, the customer service department has a ticketing tool to respond to all email requests as quickly as possible and to ensure continuity of communication, even if the contact person changes.
To facilitate exchanges and the monitoring of services, we have designed STTI Manager, a web service accessible by our principals and more particularly by our customer services. This system centralises information from our transport management tool, logistics management software and the vehicle tracking application.
The aim of STTI manager is to track the progress of each stage of the shipment, from logistical preparation through to delivery validation. You will be able to consult the comments made by our staff when the telephone appointment is made, the proof of delivery and photos of the product at the recipient’s premises. In a simple and user-friendly way, you can consult each order with details of the products that make it up, stock levels for each of the references and the orders affected, out-of-stock items, and many other elements that are essential for the proper management of your customer relations.
STTI Manager can also provide you with a transport URL that can be sent to the final recipient to enable them to track the progress of their delivery, or integrated into your customer management tools.
The dashboards included in STTI Manager will provide you with an instant snapshot of your transport and logistics activities.
This service, offered by STTI, sets us apart from other service providers by its efficiency and the attention we pay to managing the relationship between the parties. We are aware of our role as an intermediary between the consumer and the supplier, and this is why we do everything we can to provide satisfaction and the best transport experience for the customers who place their trust in us.
Quality delivery is still a matter of course, but it now needs to be accompanied by flawless processing and availability of information to become a guaranteed factor of success and loyalty.
