Customer relation

MANAGEMENT OF CUSTOMER RELATIONS WITH THE KEY ACCOUNT MANAGER

Part of a quality approach oriented towards customer satisfaction, C-LOG is committed, through the ISO 9001 approach, to the implementation of a commitment to continuous improvements during the life of the contract.

As soon as the contract is signed, a preferred contact in charge of the relationship is defined. He leads the customer relationship developed by C-LOG through daily exchanges with operations and regular discussions during customer committees, end-of-season reviews, and contractual reviews.

Furthermore, we formalize agreements with our customers on transport service rates and quality or logistics performance indicators to be monitored throughout the contractual relationship.

The Key Account Manager is the preferred contact for all C-LOG contacts and the clients we support.

At C-LOG, it centralizes all the data transmitted by the support (finance, transport, IT, etc.) and field (operations) functions. On the partner side, he is in contact with logistics managers and support professions (legal, IT, etc.).

MEASURING CUSTOMER SATISFACTION

We measure the satisfaction of our partners every month using an NPS indicator across all services.

It is based on several criteria, including :

• The quality of operational service
• Processing requests
• The quality of exchanges
• Continuous improvement in logistics and/or transport

COSMOS CLIENT PORTAL

It is fundamental for our customers to be able to manage their Supply Chain and to have real-time performance indicators. Acting like a real control tower, COSMOS gives our customers full visibility of flows. It thus allows precise research on Upstream and Downstream flows but also on stocks and their movements :

• Order traceability
• Real-time reporting
• KPI’S
• Interactivity: Chat system with our after-sales service, reporting of carrier delivery proofs, etc.

The added value of our COSMOS Portal

1. 100% of the Supply Chain data available on this portal
2. Instant update of your indicators
3. Web tool available 24 hours a day and on all media
4. The Customer Service Reference tool

AFTER SALES SERVICE

As soon as our customers start their business, dedicated contacts take charge of their After-Sales Service. The scope therefore includes the processing of BtoB and BtoC Logistics and Transport requests as well as the processing of store and e-commerce returns.

1. Respond to customer requests
   1. Ensure the correct delivery of packages
   2. Open investigations when there is a dispute
   3. Inform the customer
2. Forward all claims to carriers
   1. Understand and analyze parcel tracking
   2. Track surveys
   3. Control litigation costs

The after-sales service is made up of C-LOG employees, who take care of Cosmos tickets from 18 brands in less than 3 hours. The average time taken to take the request into account is 2 hours 42 minutes.

Each year, the after-sales service handles more than 11,000 tickets opened at the customer’s initiative. Which represents 918 tickets per month, therefore 229 per week.

QUALITY OF SERVICE

A priority : Customer satisfaction

Since 2013, C-LOG is ISO 9001 certified. Our certification was also renewed in January 2019 for 3 years, in accordance with the requirements of version 2015.

Renewed by the certifying body BUREAU VERITAS, the certification rewards the commitment of C-Log in terms of quality.

Indeed, C-LOG’s quality policy is the natural extension of the work done since the company was founded in 2002

Our ambition is to achieve every day the performance expected by our customers, our shareholders and our employees.