We’ve recently accredited RAM Tracking with the highest IIC Gold Award – recognising exceptional standards of customer experience delivery being present for the third year.
The telematics firm provides GPS tracking software to businesses with commercial vehicles. Despite getting the top IIC Award previously, they have not been complacent, continuing to put in place a number of new initiatives in direct response to previous customer and employee feedback. It demonstrates that RAM Tracking see customer needs as something to continually exceed, and shows that the provider is constantly looking to enhance processes and services to satisfy this. It is also testament to the firm’s ongoing commitment to listen and respond to customer feedback.
This year, the business has seen a 100% rise in responses to the survey, direct evidence that customers feel their feedback is listened too, and that they fuel its innovation and drive.
In terms of enhancing its operations internally, RAM Tracking has honed-in on its training and account management, proactively contacting customers and providing them with bespoke training on aspects of the system their business will directly benefit from.
By learning from some of the world’s most influential businesses and leaders, such as SalesForce, Zappos and Tony Robbins – it has allowed RAM Tracking to emulate similar successful philosophies and strategies, as well as innovating from within, through their own customer feedback on new potential process improvements. This has proved invaluable to the business in order to continue delivering amazing customer service levels, as well as looking at new, fun and quirky ways to delight customers.
Chris McClellan, CEO at RAM Tracking, said: “Every stage of this process helps benefit our business and we are never complacent but instead are always striving to do better. The latest 2017 accreditation is an incredible achievement and testament to our employees and customers, who are at the heart of everything we do. Today more than ever is the age of the customer, and by engaging with IIC, it allows customers to have a direct voice within our business - helping to shape the future of our products and processes. Every day we strive to wow our customers and be a pioneer in this field.”
Danny Pickering, director at Smile Customer Experience, who facilitated the assessment on behalf of Investor in Customers, said: “RAM Tracking have once again demonstrated their commitment to putting customers at the centre of the business. The increase in the number of responses they received to the survey as part of the IIC assessment, is evidence of the work that the directors, senior management and employees place on engaging with their customers. Many customers waived their anonymity allowing RAM to gain further valuable insights into how they can continue to implement innovative improvements to their customer experience.”