Panther puts in the pounds to ensure it stays customer friendly

A WARWICKSHIRE transport company which changed its entire business model, from a rounded transport services operation to one focusing on one niche area of the market, has invested £500,000 in its continued development.

Up until 2010 Panther Warehousing offered general transport services to customers. But in December of that year the company overhauled its model and opted instead to focus on the next-day, two-man delivery of furniture and other heavy items.

Its offering, which it believes is unique, has won it £35m of new contracts in the past 12 months alone.

Now the fresh investment is intended to improve its customer service offering as it looks to increase business volumes.

Having previously operated a call centre-style service, often manned by agency staff, Panther has now created a dedicated customer service function with a formal account management department manned by a team of account handlers – all employed by the company.  

Under the new system each member of the team is fully accountable and operates to strict guidelines.  Each account handler has the responsibility of an average of 10 customers.

Additionally, all accounts are pro-actively managed, with account handlers liaising regularly with each customer – as well as end-user customers – to ensure their needs are met. They also liaise with drivers to ensure any issues, such as delays in deliveries, are pro-actively managed.

It has also invested £350,000 in technology allowing customers to track their orders within the network – either through the company’s website or through a mobile app. The app also removes the need for paperwork, allowing customers to sign for their goods using technology.

The new technology also enables every end-user customer to receive a confirmation email the night before a delivery and a text the next day informing them of a three-hour window for their delivery.