MANAGING CASH IN SOCIETY

"A new approach bringing all operational contact, under one umbrella. Clear ownership and consistency of all customer interactions, acting as one business with a joined-up approach to improve performance and perception.Taking time to understand what our customers want, how we can continually delight them and exceed their expectations. Improve the customer experience, providing both good service and value for money, to ensure Loomis remain the partner of choice for all customers."

Service Management Operations bring together under one umbrella all of the functions within Loomis that allow us to interact with our customers. A fundamental part of these interactions is service reporting.

When we first discussed the elements that we would need to focus upon it became clear very quickly that we must understand what Loomis requires to deliver and manage the requirements and needs of our customers effectively and more importantly consistently.

The Technical division of Loomis have had graphical visibility of their performance for a number of years. This has allowed rapid and effective response to potential service problems, allowing appropriate plans to be put in place and communicated to our customers, managing expectations and averting major communication failures.

Service Management Operations have taken this principle and using the latest software tools, have developed a visual reporting system for our Transport services.

Initially the system will be available for internal use and will show information from the previous day. Once Sapphire is fully operational we will have access to real-time data and will able to display almost up to the minute service performance information.

An initial pilot commenced in March 2009, with further developments and enhancements to this service coming being available during quarter two of this year.

Providing useful data in a central, secure location is a fundamental aim of Service Management Operations.

Users will be issued with their own username and password, meaning they only see the data relevant to their area of responsibility.

All data will be displayed in a clear and visual manner, easy to understand at a glance. Using the Red, Amber, Green system within map views, it will be clear and simple to highlight areas of service performance concern.

Using the power of the database, users will be able to view trend reporting with customisable criteria and timeframes. This flexibility will help the business root out repeating issues, drive service improvement initiatives, and measure the effectiveness of change.

Ultimately, the goal is for Loomis to further improve the current standard of service and offer a market leading customer experience.