"We always thought we were good at helping customers, but Bright has really confirmed it,” says Peter Meriot at Spendrups, one of the Nordic region’s largest breweries. Peter Meriot liaises between different units in his role as Head of Customer Service, which today has a staff of 20 experienced employees.
“Bright Navigator doesn’t just make it possible for us to know how our customers experience us as a company. We can monitor and develop the performance of every member of our staff too. Today we’re really in control and have a stronger picture of exactly how we can improve our customer interaction.”
Spendrups’ Customer Service includes taking care of restaurants and shops ordering drinks wholesale and needing advice over the phone. Primarily it involves stable, long-term relationships where the client and supplier know each other fairly well. Peter Meriot and Spendrups have worked with Bright since 2011, using Bright Index as well as both client and employee modules of Navigator.
Before Bright, Spendrups’ Customer Service Center carried out its own employee surveys. This meant everyone having to wait significantly longer for feedback and follow-up. Continuous monitoring and feedback has now become the recipe for success and is an important motivational tool, according to Meriot.
”We are privileged to have stable relationships and interesting products to work with. Our product range is extensive; Spendrups doesn’t just brew beer and other drinks under its own brand name. We’re also a major distributor of other beverages, with more wines than beers.”
Most of the staff at the Customer Service Center have been with the company for a long time, which means a high level of competence. Being able to get instant or extremely fast feedback is, for Spendrups, one of the key advantages of Bright Navigator according to Peter Meriot. Without this, monitoring would have to be based solely on sales figures and the hope that these meant reasonably satisfied customers:
“The biggest benefit we’ve probably had is being able to continuously check employees’ perceptions and experience of the situation. This gives us a head start, so we can analyze and act on the results of our customer interactions in a really proactive way.”