Most of our team fall under one of two categories - they’ve either worked at a printing company or have a background in technology. As the printing industry moves away from manual skills to technological skills, this puts us in a very good position to help our customers.
And so that is our mission – not only to use our MIS technology to help our customers work faster and smarter, but also to use our combined knowledge to help our customers lead the way ahead of the competition.
We operate by 4 core values that are reinforced in all our internal communications and activities, including annual staff awards for going above and beyond in displaying these values:
To deliver service excellence being at all times helpful, responsive and approachable.
To have pride in our product and to ensure quality governs all that we do.
To deploy our knowledge, experience and heritage for the benefit of our customers.
To ensure that integrity and trust are the hallmarks by which our actions are judged.
In early 2017 we embarked on a customer experience programme to make sure we were not only meeting our customers’ expectations, but exceeding them. While we have always prided ourselves on offering a great customer service, we wanted to do more.
You can read more about our customer experience programme in this white paper written by our MD, but here are some activities that we carry out as part of this continuous improvement project:
Mapping every single touchpoint in our customers’ journey so we don't fall down on any interaction we have with them.
Monthly customer experience meetings to discuss how to improve touchpoints, attended by representatives of all departments.
Regular customer feedback to assess how we’re doing and identify areas we can improve on.
Gather suggestions from our staff as to how we can add a little magic to certain touchpoints.
Our Customer Experience Programme will never be finished – we are committed to continually improving the experience for each and every customer we have, for as long as we have them.