Customer experience management
The Company’s communication with customers is underpinned by the following principles:
- FESCO is the leader in the container transportation market in terms of quality. We develop internal regulations for our processes and seek to standardise and automate them in line with a continuous improvement approach;
- FESCO is quick to launch new projects. Our system easily adjusts to changes as we constantly develop and test hypotheses on potential opportunities and rely on quick project launch practices;
- FESCO appreciates the loyalty of its key customers. We build seamless communication channels by focusing on consistent interaction and personalised approach to key customers. We foster loyalty in response to our consistent delivery against the commitments we have taken on.
Our customers
FESCO’s customer base:
FESCO provides its services in the most essential industries.
Mechanisms of customer communication
Single customer support service
In 2022, FESCO launched unified customer support service. With this initiative, customers of all branches and units across FESCO Group can raise their concerns and get advice on all of the Company’s services using a unified call centre and chat at fesco.com.
In February 2022, to rapidly respond to customer questions amid disruptions in supply chains, we put in place a 24/7 support hotline for FESCO customers. While in service, the hotline handled over 1 thousand calls.
centre
chatbot
Launched in
Q4 2022
Most popular queries:
container tracking using the personal account help with rate calculations24/7 support service
FESCO prioritises customer services and support it offers in this regard.
To deliver superior customer experience, in November 2022, we put in place 24/7 support service for our customers:
- MY.FESCO customer’s personal account
- Personal accounts for agents, forwarders and carriers;
- AutoPass information system.
Support function employees are available 24/7 to advise customers on using the companies’ information systems and address any concerns they may have.
The key goal here is to quickly provide quality professional help our customers need.
Customers can use the 8-800 single phone number and also the ServiceDesk (SD) solution. In 2H 2022, the number of queries from external customers handled via SD grew by some 100%.
Fesco.com website
Following customer focus groups held in 2022, we implemented a comprehensive upgrade of website navigation, simplified working with rates using our calculator, and launched a new digital service: now customers can create an interactive route across all of the Company’s areas of operations.
Customer feedback
To identify weaknesses in our offering, FESCO regularly holds customer surveys based on completed shipments, along with focus groups and in-depth interviews.
Once a shipment is completed, customers are asked to describe how satisfied they are using the CSATCustomer Satisfaction Score. metric, either in their personal account or by email. In 2022, CSAT stood at 80% based on 2,247 questionnaires.
NPSNet Promoter Score. is one of the key customer loyalty metrics, showing how likely it is that the customer will recommend the Company’s services. In 2022, NPS was 52%, improving by 11 pp vs the 2021 average. The number of respondents grew by 30% to 2,033 customers.
In their questionnaires, customers noted the following trends in service improvement:
- employees’ speed of action;
- better document flow;
- convenient personal account and some of its new functions.
Information on new services
In 2022, FESCO regularly updated customers about new services on offer, sending out a total of 40 newsletters on new project launches, tweaks to existing services, and novel functionality added to the MY.FESCO account.
In early March 2022, our Telegram channel