voc streamline communication platform 1 letter per mail to selected distributor – all contacts...

VOC Streamlinecommunication platform 1

letter per mail to selected distributor

– all contacts

Federal-Mogul Motorparts

Sweeney International

Selected distributor X

opens e-mail and reads content

ignores e-mail

read confirmation

is sent

no read confirmation

is sent

X

wants to know

more

letter per e-mail to selected distributor

– all contacts

installs icon on desktop

Xis (temporary) not interested to participate

provides more information

provides more information

X

e-mail/telephone F-M for more information

e-mail/telephone SI for more information

Communication platformOutside communication platform

VOC Streamlinecommunication platform 2

Selected distributor

Federal-Mogul Motorparts

Sweeney International

+

installs icon on desktop

Communication platformOutside communication platform

key contact receives copy of online file

(and translation) per e-mail

Customer Experience Team receives copy

of online file per e-mail

X

documents are translated

(English)

documents are in English

Fills out an online Competitive Experience

Improvement file

X

distributor contacted with

action / information

colleague contacted

X

pleased with action /

information

requests further action /

information

X

key contact takes further action

monthly reporting to F-M Customer

Experience management team

Step 1 – formal letter sent to selected distributor by Federal-Mogulin his/her personal language

Mr. Dirck PetersenGeneral ManagerVander Bilt Distribution...

Kontich, 20th of January 2015

Subject: Customer Experience Improvement

Dear Mr. Petersen,

At Federal-Mogul Motorparts EMEA, we are committed to continuously provide the best possible service to our customers. As your satisfaction is our core priority , we would like to collect you feedback in order to be able to improve our service.

We have requested Sweeney International, an independent research agency, to build a web-based Customer Experience Program. This communication platform allows you to give us ongoing feedback on your experiences with products and their quality, logistics, technical support ... any time you should wish to do so. The objective is to measure our performance and, above all, to continuously improve our working relationship with you.

Sweeney International works in accordance with the guidelines of the Market Research Society Code of Conduct. In the respect of privacy, your responses are kept confidential, and will not be used for any direct sales and/or marketing purposes*.

We very much welcome and appreciate your support in taking part in the Customer Experience Improvement program.

Yours truly.

Olivier LegrandVP Aftermarket EMEA

*More details about the research company can be provided upon request.

Federal-Mogul Global Aftermarket EMEA bvba • Prins Boudewijnlaan 5 • B-2550 Kontich • BelgiumTel: +32 3 451 97 11 • Fax: +32 3 451 97 00

Step 2 – formal e-mail sent to selected distributor by Sweeney I’nalin his / her own language

From: Sweeney International – Customer Experience Team[[email protected]]

Sent: Monday 25/01/2015 13:04

To: Distribution Vander Bilt - D. Petersen

Cc: Federal-Mogul – Central Key Person

Subject: Customer Experience – Federal-Mogul

Message:

Dear Mr. Petersen,

Federal-Mogul is committed to continuously provide the best possible service to its customers. Therefore, they kindly ask you, their valued customer, to give feedback on your experiences with their organization. The objective is to measure the performance of Federal-Mogul and, above all, to continuously improve their working relationship with you.

To facilitate the information exchange, please install the shortcut icon on your desktop (detailed instruction guidelines follow below). A simple click on the installed shortcut icon, will automatically connect you to the Federal-Mogul Customer Experience Improvement webpage. Here you can share your experiences with products and their quality, logistics, technical support ... You can also upload any documents or images that illustrates the issue.Sweeney International is an independent market research agency and we work, on behalf of Federal-Mogul, in accordance with the guidelines included in the Market Research Society Code of Conduct. Your responses are kept confidential, and will by no means be used for any direct sales and/or marketing purposes. Should you require more details about us, we will gladly provide them upon request.

We very much appreciate your support in taking part in the Customer Experience Improvement program.

Kind regards.

Your Customer Experience Team

HOW TO INSTALL THE CUSTOMER EXPERIENCE IMPROVEMENT HOMEPAGE ICON ON YOUR DESKTOP?

1. By clicking once on the following link (or by pasting the URL in your browser), the Customer Experience Improvement webpage openshttp://tvotc.com/federalmogul4/

2. Highlight the link that shows in the bar (with one right mouse click) and copy the URL address (Ctrl C)3. Go back to your desktop and with a right mouse click a pop-up window will appear4. Move the bar of your choice to ‘new’ and then pick ‘shortcut’5. A ‘new shortcut’ icon along with a pop-up menu will appear on your desktop6. Go to the pop-up menu and paste (Ctrl V) the URL address in the empty bar7. Click on ‘next’8. Give a name to the new shortcut: F-M Customer Experience Improvement9. Click on ‘finish’10. A webpage shortcut icon (red, green, yellow) with the name F-M Customer Experience Improvement will appear on your desktop11. …

Once the shortcut is installed on your desktop, you can click on this icon any time and automatically the website will open and offer you the opportunity to share information.

Step 2 – formal e-mail sent to selected distributor by Sweeney I’nalin his / her own language

Customer Experience

Improvement

http://tvotc.com/federalmogul4/

Step 3 – distributor installs icon on desktop

Customer Experience

Improvement

Step 4A: distributor clicks on URL in e-mail and is automatically linked to a personalized webpage*

* Language is linked to the e-mail

FEDERAL-MOGUL CUSTOMER EXPERIENCEBulgarianCroatianCzechDanishDutchEnglishEstonianFinnishFrenchGermanGreekHungarianItalianLatvianLithuanianPolishPortugueseRomanianSlovakSlovenian

SpanishSwedish

Dear Mr. Petersen,

Thank you for your helping us to improve our way of working with you.

Any time you require better services please send us your expectations.

We foresee 9 areas to address your concerns. You have the possibility to upload any image, SMS … or any other document.

As soon as we received your areas for improvement, we will give you feedback within ‘x’ days.

Please click ‘here’ to go to the Customer Experience Improvement website.

Thank you for your time.

Your Customer Experience Team

Step 4B: distributor clicks on ‘continue to Customer Experience link’ on the personalized webpage

YOUR OPINIONBulgarianCroatianCzechDanishDutchEnglishEstonianFinnishFrenchGermanGreekHungarianItalianLatvianLithuanianPolishPortugueseRomanianSlovakSlovenian

SpanishSwedish

Dear Mr. Petersen,

Please fill out the feedback form below with as many text lines as desired; the text boxes will extend beyond their empty appearance. You can also consider to add documents or images through the upload tool after each different domain of interest.

PRODUCT QUALITY General comments / enquiries

Issues with new uninstalled products

Issues with new installed products

Issues with new damaged products

Please upload here any document or image linked to product quality Browse …


PACKAGING General comments / enquiries

Quality of the branded boxes(branded boxes: product packaging as it is being put on your shelves)

Quality of the shipping boxes(shipping boxes: packaging as being used to ship from to F-M to you)

Stacking of the products within the shipping box

Please upload here any document or image linked to packaging

LOGISTICS General comments / enquiries

Accuracy of the shipments

Timeliness of the shipments

Shipment information (documentation, labels …)

Please upload here any document or image linked to logistics

SUPPLY CHAIN General comments / enquiries

Range and availability of the product

Please upload here any document or image linked to supply chain

Browse …

Browse …

Browse …


SALES / SALES SUPPORT General comments / enquiries

Satisfactory support from Key Account Manager

Satisfactory support from Customer Services

Please upload here any document or image linked to sales / sales support

TECHNICAL SUPPORT General comments / enquiries

Adequate and satisfactory technical training (TSTW)(F-M training platform)

Adequate and efficient technical problem resolution

Warranty service

Please upload here any document or image linked to technical support

COMMUNICATION General comments / enquiries

Sufficient product information on new launches

Value & appreciation of the product information / cataloguesCompleteness & accuracy of information, ease of access, website information value

Browse …

Browse …


Please upload here any document or image linked to communicationMARKETING SUPPORT & SALES PROMOTION General comments / enquiries

Adequate marketing support

Sufficient POS material

Sell-out support

Please upload here any document or image linked to marketing support and sales promotion

INVOICING General comments / enquiries

Exactness

Please upload here any document or image linked to invoicing

Please confirm your e-mail address.

Send Erase

Browse …

Browse …

Browse …

From: Distribution Vander Bilt – D. Petersen)[[email protected]]

Sent: Wednesday 27/01/2015 13:10

To: Federal-Mogul – Person in charge

Cc: Sweeney International – Costumer Experience Team

Subject: CUSTOMER EXPERIENCE – FEDERAL-MOGUL

Message: VdBD - sales statistics; Moog - sales support doc

Name Dirck Petersen

Company Vander Bilt Distribution

E-mail confirmation [email protected]

Feedback request Yes

SALES / SALES SUPPORT: General comments / enquiries

-

SALES / SALES SUPPORT: Satisfactory support from Key Account Manager

Regarding the last advertising campaign for Moog in the Middle East, we were not informed in due time by our Country Manager. Therefore, we were unable to take full advantage of this campaign: missed sales, insufficient time to inform our sales staff, POS-material was received too late … It is clearly a missed opportunity to … How come that the Mr. Key Account Manager didn’t …. Moreover, the documentation …

SALES / SALES SUPPORT: Satisfactory support from Customer Services

-

Step 5A: F-M key contact receives information per e-mail and per domain from selected distributor

From: Distribution Vander Bilt – D. Petersen)[[email protected]]


To: Federal-Mogul – Person in charge

Cc: Sweeney International – Costumer Experience Team



Name Dirck Petersen





-




-

Step 5B: Sweeney Customer Experience Team receives information per e-mail and per domain from selected distributor



To: Distribution Vander Bilt – D. Petersen

Cc:

Subject: SATISFACTORY SUPPORT FROM KEY ACCOUNT MANAGERMessage:

Dear Mr. Petersen,

Thank you for your feedback.

As your main point of contact, I will investigate your requirements and will get back to you within ‘x’ working days.

Kind regards.

Country ManagerFederal-Mogul Country

Step 6: Selected distributor receives receipt confirmation per e-mail and per domain from the Customer Experience Team

Step 7: Sweeney International forwards information from selected distributor to F-M key person in English


Sent: Thursday 28/01/2015 13:10

To: Federal-Mogul – key person

Cc:



Name Dirck Petersen





-




-

Step 8: F-M dispatches the e-mail and, if needed, a second e-mail with the English translation to colleagues concerned

From: Federal-Mogul – key person[[email protected]]


To: Federal-Mogul – colleague sales / sales support

Cc:



Name Dirck Petersen





-




-

Step 9A: F-M key contact and F-M colleague are able to check the progress at any time on the communication platform

FEDERAL-MOGUL CUSTOMER EXPERIENCE IMPROVEMENT

Please introduce the reference code of the Customer Experience Improvement file you would like to follow up or act upon.

Reference code:

Password:

Send

Customer Experience

Improvement


FEDERAL-MOGUL CUSTOMER EXPERIENCE IMPROVEMENT

Customer Experience n°:

Identification:

contact 1

contact 2

Period: opening closing

n° of working days (automatic counter)

region country experience number

Mr. Dirck Petersen Company: Distribution Vander Bilt

E-mail: [email protected] Telephone:

Cell phone:

Company: Distribution Vander Bilt

E-mail Telephone:

Cell phone:

day month year day month year


Experience: SALES / SALES SUPPORT

CONTACT DATE WHAT DONE

Distributor D. Petersen sent experience

Comm. platform Communication Platform automatically sent a receipt confirmation

Federal-Mogul Key contact dispatches Customer Experience Improvement file to colleague(s)

General comments / enquiries

-

Satisfactory support from Key Account Manager


Satisfactory support from Customer Services

-

Experience: SALES / SALES SUPPORT


Sweeney International Translation of e-mail to key contact

Federal-Mogul Key contact forwards the translation, if needed, to the colleague(s)

Federal-Mogul Agreement that key contact gets back to distributor

Federal-Mogul Solution offered per telephone confirmed in writing

Federal-Mogul solution:per e-mail through a visit per telephone exchange with no cost

with little costwith full cost

who provided the answer to the distributor?

Step 10: Sweeney International provides a monthly feedback report to Federal-Mogul

• Per region, country (Western Europe, Central and Eastern Europe, Middle East and North Africa)

• Problem domain(s) (9 different domains)

• Offered solution(s) (category or type, communication channel …)

• Timing (speed, agreements …)

• Complexity (involved people, countries, departments …)

• Possible improvements (speed, communication channel, process systems …)

VOC Streamlinecommunication platform

F-M letter to selected distributor

SI e-mail to selected distributor

Selected DISTR installs the icon on

desktop

DISTR opens website

DISTR fills out a Costumer Experience

Improvement file

F-M key contact receives Customer

Experience Improvement file(s)

COMMUNICATION PLATFORM

SI Customer Experience team receives copy of

Customer Experience

Improvement file(s)

F-M colleague receives Customer

Experience Improvement file(s)

F-M key contact receives translation

of Customer Experience

Improvement e-mail(s)

F-M colleague receives translation

of Customer Experience

Improvement e-mail(s)

Selected DISTR receives an

adequate feedback to his/her Customer

Experience

SI reports monthly to F-M Customer

Experience management team

Basic communication flow

Platform communication flow

ongoing discussion/

communication

voc streamline communication platform 1 letter per mail to selected distributor – all contacts...

Documents

emailcustomer experience

sweeney international

federalmogul motorparts

formal email

sweeney inalin

copy of online file

action informationrequests

action informationxkey