The country organisation of Movianto in Spain has completely restructured its customer service team and formed a new CSC (Customer Service Center). After twelve months working in the newly built department, Jose Luis Hurtado, Managing Director of Movianto Spain takes stock: “We have improved communication with our clients, reinforced our levels of excellence, and gained agility in daily management.” The main improvement has been the unification of skills and experience into a single team. This has allowed Movianto to optimize tasks and speed up processes. Clients now receive more complete and faster responses without having to contact different people.
Before the reorganisation customer service operations of Movianto Spain were managed on a departmental basis with agents spread over the different departments of the company. This led to certain knowledge silos and reduced cross-team interaction. Now the customer service agents work in close physical proximity, which allows them to interact quickly and respond client requests fast and efficient.
The new team consists of 25 people, organized in four main areas: Inbound & Returns, Order to Cash, Customer Service, and GMP (Good Manufacturing Practice). With the exception of two on-site agents embedded at a client the team is 100% centralized in Numancia, where Movianto Spain is not only having its head office but its central warehouse, too.
The new Customer Service Center is made up of professionals from key areas of customer relations—quality, finance, orders, and customer service. This facilitates a comprehensive vision and a more robust response capacity. Managing Director Jose Luis Hurtado resumes: “In short, this department has strengthened internal efficiency and elevated the customer experience, consolidating itself as an important step on the path towards an even more coordinated and excellent service.”
[Picture] : 14 out of the of the new, 25-strong customer service team of Movianto Spain. They all work together in a open-plan office to have short ways to colleagues and ease interaction in the team.