“We understand that not all our customers are the same and we are customizing services to meet their needs,” Lori Wittman, Vice President of Customer Operations
Lenexa, Kansas (PRWEB) February 1, 2010
While many companies continue to struggle in a challenging economy, Freightquote.com has remained particularly resilient growing to 715 personnel at its Lenexa-based headquarters. Freightquote’s continuing sales and business growth supported by innovation, improvements in processes and systems and in a re-engineered customer service approach has culminated in a 2009 headcount growth of 12% (39% since 2007).
Freightquote has successfully found ways to help increase sales results by improving processes and systems. For example, Freightquote’s new Custom Quote Process has been instrumental to increasing customer satisfaction and overall Truckload growth. Utilizing historical market and industry data, Freightquote serves customers holistically by efficiently and accurately pricing shipments containing specialized equipment and/or lanes. Continued business growth has created the need for additional personnel in all areas of the business (Truckload sales, customer support, etc.).
The customer experience continues with the company’s improved Quality Checkpoint Process where Freightquote representatives proactively contact customers to verify shipment details. This value-add approach prevents the customer from experiencing unforeseen charges, inaccurate pick-up dates/times, and ensures the shipment gets from point A to B seamlessly. By enhancing the customer experience, Freightquote has seen an increase sales volume from its retained customer base.
The recent launch of Freightquote’s environmental-friendly “Pay it your way” Payment Portal revolutionizes how customers receive, view, and make freight related payments. It allows customers to customize their payment method, view their account summary, access invoices by identifying date ranges, key words, or BOLs, and view an unlimited amount of payment history. “We understand that not all our customers are the same and we are customizing services to meet their needs,” says Lori Wittman, Vice President of Customer Operations.
New products and services require on-going training, and support. Continuous training for the sales and support staff results in better customer service and an enhanced customer experience. Customer Service Representatives and Transit Coordinators are embedded within each Sales team to provide customers consistent, personalized, and efficient service. Freightquote also sets key targets for each customer interaction to help drive quality and consistent performance.
Freightquote continues to hold tight to its original employee-friendly philosophy and is recognized for creative and supportive employee programs (wellness, financial, etc.). This in conjunction with rewarding work and a variety of career opportunities allows Freightquote to attract and retain talented, motivated employees.
Freightquote is forging ahead with new products, ideas, and approaches to continue to increase market share and grow the business. This innovative, entrepreneurial spirit has propelled Freightquote from five employees in 1998 to over 800 employees worldwide in 2010 – with no plans to slow down the momentum.
Freightquote.com is the leading provider of web-based freight transportation management services. Founded in 1998 and headquartered in the Kansas City area, the company and its subsidiaries have annualized revenues of $400 million and more than 800 employees worldwide. More information can be found at http://www.freightquote.com.
# # #