CENTRIMEX
Centrimex
brings freight flexibility to customers using data
bringing the expertise on geographical areas to customers , as well as the specific requirements for documentation or declarations that requires know-how and experience to meet specific and legal obligations .”
As the company continues to grow and offer exceptional freight-forwarding services , this starts with customer focus — ensuring that clients receive the best possible service throughout the shipping process and maintain confidence in the business .
“ The first step is to understand the customer ’ s expectations . This is something that the company has been working on over the last two years through customer surveys and interviews with a sample of customers ,” says Schmitt . “ More than a hundred customers were individually interviewed so we could better understand what is important to them , because , despite working with our customers on a daily basis ,
“ When I joined Centrimex , the knowledge and the use of data was very basic ”
ALEXIA SCHMITT CHIEF TRANSFORMATION & INFORMATION OFFICER , CENTRIMEX
it ' s important to know exactly what the key criteria are for them to trust a freight forwarder .
“ Understanding the customer expectations is a step we ’ ve achieved and allows us to deliver the best customer experience .”
Throughout the survey process , Centrimex was able to gain key information from its customers , which raised the issue of ‘ time-toanswer ’ — basically meaning customers were in need of much faster communications on a consistent basis .
372 January 2023