Skondras improves customer satisfaction in logistics

Skondras spoke with the Customer Service & Operations manager at a large logistics company. The manager of the customer service agents team faced a major challenge: “It is virtually impossible to find employees in Germany who speak Dutch.” When they were unable to fill the vacancies on time, they turned to Skondras. “By outsourcing the Dutch-speaking customer service to Skondras, we are able to respond to customer inquiries faster and better. This has led to higher customer satisfaction.”

“Skondras is a professional organization. They listen attentively and actively think along. We are never told that something is not possible. The self-motivation of their employees is very high.”

Result: Direct customer service availability from 40% to 90%

The goal of 70% to 80% customer service availability was well exceeded. The customer service agents at Skondras even achieved an availability rate of over 90%. “We were pleasantly surprised at how quickly Skondras picked up the process,” said the manager. “Normally it takes a year for employees to really get up to speed and grasp the basics, but with Skondras, it took less than three months.”

Golden Collaboration

Skondras deployed a team of Dutch-speaking employees for customer service. Our contact person indicates that they are very satisfied with the speed at which tickets and emails are handled and the quality of managed services by Skondras: “I make weekly reports on the number of open tickets. From the very first week, we received positive feedback, and the speed of ticket handling increased almost immediately. It is truly a golden collaboration.”

Well-Oiled Machine that Delivers Quality

The customer base of this company consists mainly of account managers, fleet managers, and end-customers of the parent company. It is very important for them that the parent company is also satisfied with Skondras’ service level. And that is indeed the case: “They listen attentively and actively think along. We are never told that something is not possible. The self-motivation of their employees is very high. Skondras is a well-oiled machine in how emails are set up and how they address people.”

“Just have a conversation with Skondras. Their commitment and enthusiasm make you feel quickly in trusted hands.”

They also have advice for other companies: “Just have a conversation with Skondras. Their commitment and enthusiasm make you feel quickly in trusted hands. They provide value for money, are extremely professional, and make the outsourcing process very easy.”

About This Company

This company specializes in toll and vehicle-related services. Since its founding, they have been helping their customers gain access to toll roads throughout Europe.

Dutch drivers travel all over Europe. Both these drivers and their colleagues in account management or fleet management regularly struggle with questions about toll roads, ferries, and electric charging. To improve service to Dutch-speaking users, it is essential to quickly address customer questions and tickets in the local language. Together with Skondras, the goal was set to increase the Dutch-language accessibility of customer service to 70% to 80%. And successfully: the goal was well achieved.

31 (0)20 449 94 00

Customer Profile