Leading vehicle tracking provider, RAM Tracking, has been awarded the highest ‘Gold’ level accreditation for exceptional customer excellence by prestigious independent customer experience specialists Investor in Customers (IIC) – for a third time! As the first UK telematics firm to achieve the award, RAM Tracking clearly has the winning formula for consistently satisfying customers throughout the entire purchase process – from consideration, through to purchase and ongoing account management.
The telematics firm – which provides GPS tracking software to businesses with commercial vehicles – has certainly not been complacent since its last assessment putting in place a number of measures in direct response to customer and staff feedback. Indeed, the business has seen a 100% rise in responses to the survey, direct evidence that the business listens and that customers fuel its innovation and drive.
The ‘Gold Standard’ rating is a fantastic result for the business, which received two of the highest ‘Exceptional’ accreditations in the previous 18 months Seeing customer needs as something to exceed is at the heart of this continued success and shows that the provider is constantly looking to enhance processes and services to satisfy this core requirement. It is also testament to the firm’s ongoing commitment to listen and respond to customer feedback. In terms of enhancing its operations internally, RAM Tracking has honed-in on its training and account management proactively contacting customers providing them with bespoke training on aspects of the system their business will directly benefit from. By learning from some of the world’s most influential businesses and leaders, such as SalesForce, Zappos and Tony Robbins – it has allowed RAM Tracking to emulate similar successful philosophies and strategies as well as innovating from within through their own customer feedback on new potential process improvements. This has proved invaluable to the business in order to continue delivering amazing customer service levels, as well as looking at new, fun and quirky ways to delight customers.
Indeed, the follow up on all these achievements has been significant, with a sharp increase in sales of additional RAM Tracking devices acting as further confirmation of the confidence RAM Tracking’s customer base has in their product offering and the service that underlies it. Listening, as well as acting, is at the heart of the firm’s ethos, with new benefits and product developments – based on direct feedback from the customer base.
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RAM Tracking Customer, Storm Operative Security Ltd, adds“The service you get is superb – questions and queries are answered on the spot, and where requests are made responses have been received as promised. They go the extra mile to ensure you get the best service. Always polite, always friendly, always courteous and a pleasure to do business with”.
Chris McClellan, CEO at RAM Tracking, said: “Every stage of this process helps benefit our business and we are never complacent but instead are always striving to do better. The latest 2017 listing is an incredible achievement and testament to our employees and customers, who are at the heart of everything we do. Today more than ever is the age of the customer by engaging with IIC, it allows customers to have a direct voice within our business helping to shape the future of our products and processes. Every-day we strive to wow our customers and be a pioneer in this field.
Danny Pickering Director at Smile Customer Experience who facilitated the assessment on behalf of IIC said “RAM Tracking have once again demonstrated their commitment to putting customers at the centre of the business. The increase in the number of responses they received to the survey as part of the IIC assessment is evidence of the work that the Directors, Senior Management and employees place on engaging with their customers.
Many customers waived their anonymity allowing RAM to continue to gain valuable insights into how they can continue to implement further innovative improvements to the customer experience. Well done and we look forward to continuing to work with such a progressive business.”