Customer Care Takes Flight - Maxiloda Directors Touch Down in Latin America
At Maxiloda, we believe you can't solve customer problems by sitting at a desk. With that ethos in mind, last month, two of our Directors (Gary Stannard & Dave Clapson) embarked on a trip to South America accompanied by the local Maxiloda team to visit a number of our valued customers.
Reflecting on the trip, Dave says, "There really is no substitute for getting face to face with a client and having them show you first-hand the complexities of their business. Challenges (or problems) are a key protagonist for growth, and investigating such issues has long underpinned Maxiloda's ability to innovate ahead of the competition and provide the best dynamic storage solutions available today".
As part of Maxiloda's Post-Purchase Customer Care program, it's important for us to stay in touch with our clients and assess their experience with our system. More often than not, what we find is that after an initial few weeks of integrating the new system, our customers loading and unloading efficiency has increased by a minimum of 25%, and in some cases, up to 60%. This additional capacity is then leveraged to move the business forward through increased cargo throughput or redistribution of available resources to other operational tasks.
After speaking with our customers, a key takeaway for Gary was the multiple benefits of having a dedicated team based in-market "Our ability to promptly resolve issues, conduct new installations, provide staff training, and manage servicing requirements sets us apart from other operators. Investing locally has been, and will remain, a key focus for Maxiloda as it underpins our ability to provide the best experience possible for our clients". Customers also highlighted that unlike other "out of the box" solutions, which they often find are often incompatible with their business models and vehicles, Maxiloda's willingness to develop bespoke solutions, created from comprehensive case-studies, based on the client's own operations, ensured the solution worked effectively and could be seamlessly integrated into their existing operations. This approach also helps minimise risk for potential customers as all key decisions are based on facts and figures relating to their own situation.
Health and Safety was another primary discussion point with customers, with the team keen to understand how clients have found Maxiloda's H&S processes and materials. As part of the pre-install process, the Maxiloda team inspects customer operations and their fleet to determine the optimal product and installation process for their specific makes and models. The team also conducts an operational induction using the Maxiloda Glide system. This process saves time and ensures customers can better care for their vehicles, trucks, products and people in the long term. After completing the training program, all participants receive a certificate confirming they have been trained to use the system safely. Maxiloda also ensures that products, training programs, manuals, and operational procedures meet or exceed local government rules and regulations. It's always pleasing to work with customers that share our same vision for a safe and efficient workplace, free from staff injury. Achieving this goal often means taking into account our customers' own internal rules, requirements and KPIs and working with them to develop a system and solution that meets the needs of their business.
Ultimately, For Gary and Dave, their recent trip reaffirmed how critical direct customer engagement and personalisation continue to be, even in the digital era. if you're on the hunt for an innovative logistics partner, who operates locally and is fully committed to helping you achieve your vision, it might be time to give the team at Maxiloda a call to find out what they can do for you.
The Maxiloda Team