Mailbox Nationwide announces new objectives for the New Year

January is here, and in keeping with all the New Year – New You slogans that are bandied about at this time of year, Mailbox Nationwide has also announced a raft of measures designed to reinvigorate customer service in the coming twelve months.

Caroline Pocock, CEO of Mailbox Nationwide unveiled the new processes to Mailbox staff at the beginning of the month, citing a challenging year ahead as the catalyst for change. In an impassioned speech at the first board meeting of the year, she said 'media reports suggest that 2009 will bring difficult trading conditions, especially in the marketing and advertising sector. We have already seen recognised high street brands fall into administration, and marketing budgets have been slashed across the board. We need to ensure that we maintain absolute flexibility in our approach to customer interaction in order to differentiate ourselves from our competitors, and grab as big a slice of a shrinking market share as we can.'

One of the most important changes that customers will see from Mailbox in the New Year is a vastly reduced lead-time. The company is now offering same-day collections of stock from any UK postcode for any orders place prior to 2pm. This means that customers with an urgent order can call up in the morning, follow the quick easy ordering process, have their leaflets collected in the afternoon, and get their distribution started the very next day.

Massive reforms have been made to the companies invoicing procedure, and now all clients receive an emailed copy of their invoice within half an hour of placing their order, speeding up the payment process, and ensuring that customers feel cared for and informed at all times. Mailbox has already seen positive feedback from their clients about this new initiative, and orders are being processed far more quickly. Accounts Manager Richard Gray said of the new system 'it is amazing how such a small change to process, something that takes such a short time to do, makes such a significant change to customer experience. Because our customers are getting an instant response to their order form, rather than just relying on snail mail, they feel far more informed about their Leaflet Distribution, meaning happier customers – result!'

Staff training programs have also been introduced across the company to reinforce the need for quick, efficient client handling and relations. Customers should see an improved email response policy, with staff taking more time to include all the information you need. Mailbox has also invested heavily in our Human Resources team this year, in order to meet the demands of reduced lead times and to speed up distribution, freeing up more slots to fit in those last minute clients.

Customers will already be feeling the effects of some of the smaller changes, and the company hopes that further improvements will start to impact in the coming months. All eyes will be on Mailbox Nationwide to translate these reforms into genuine profit in a challenging year ahead.