Putting Customers First
In June 2013 InPost was recognised at the World Mail Awards when it won the Customer Service Award. Post & Parcel spoke to Jacek Powałka, International Marketing Director of InPost to find out the significance of the award for the company.
How does InPost ensure customer satisfaction?
InPost’s parcel machines are the world’s biggest system of self-service automated terminals used for sending and collecting parcels, available 24 hours a day, seven days a week.
Recently we have made improvements and developed new functionalities that have helped us make the service even more useful and convenient. For example we developed new functionalities which allowed us to shorten the process of collecting a parcel to just seven seconds. We now offer the possibility of sending parcels by individual customers without a label, using only a mobile phone number. We have developed new more user friendly parcel machines and our welcome screens change depending on the time of day. We also offer facilities for disabled people (voice messages for visually impaired, a solution allowing to divide a parcel machine into zones and preselect the locker) and we also offer a quick returns service.
All these features help InPost create an extraordinary experience for customers and increase the level of their satisfaction.
What did winning the award mean to the business?
The World Mail Awards is the most prestigious and known award ceremony in the postal and courier sector. Winning the World Mail Award in the Customer Service last year (and three other awards in previous years) helped us to prove our reliability in front of our business partners and potential clients. At the same time we managed to improve the reputation of a company whose unique competitive advantage is expertise not only in providing excellent logistics service, but also in creating outstanding customer experience. We have developed a company which understands the customers and their needs and has the unique capability to advise our clients on how to tailor the solutions to their local customers’ needs.
How did you feel when you found out the company had won?
We felt extremely proud that the unbiased judges confirmed that the strategic direction we had chosen was the right one. Our company received clear proof that our passion for creating excellent customer experience was not only appreciated by our end-users but also by world class experts in the sector.
After winning the award how has the service developed?
InPost’s goal continues to be developing the service focusing on upholding a unique customer experience. We keep working on our solution and its qualities allowing the customer to receive their parcels quickly and without any hassle.
Why do you think it is important for Triangle to run these awards?
Triangle continues to run these awards because this way it can motivate the market players to continually develop and improve for the benefit of all customers. The awards stimulate positive change in the whole industry.
Did the award lead to any new business opportunities?
Yes, it did. After winning WMA last year, one of the biggest companies in the sector decided to adapt our solution and now is successfully using it on their market. We won a couple of big tenders in the industry and entered new countries. Additionally, we have several new markets in the pipeline.
Why would you recommend people go along to the event?
Because it’s a great opportunity to discover how unique, robust, innovative and entrepreneurial your business is in comparison to market leaders.
Nominations for the awards will be open until the 28th February. To enter the awards visit the World Mail Awards website – www.mailawards.com
