Customer Care Project

Türk Prysmian Kablo, which acts purely for the purpose with the department it has established specifically for this business, aims for its distributors to receive much faster service than before with this project.

Within the scope of the Customer Care Project, the distributors have the opportunity to access the most accurate information in the fastest way from the company e-mail accounts defined for the customer representatives of Türk Prysmian Kablo or through the phone number 444 8757 (444 TPKS). Türk Prysmian Kablo, with this project which is a product of its customer-oriented approach, in line with its mission "Linking Turkey to the Future", breaks new ground in the Turkish cable industry and makes another promise for the future come true.

Türk Prysmian Kablo aims to reduce the burden of the sales team and increase customer satisfaction with this solution-oriented project, which uses the latest technology, provides lean communication. The Customer Care team, working together with all teams, especially the operations team, communicates with the relevant unit to provide fast and reliable information in order to meet the questions and demands of the distributors. In addition, within the scope of this project, in order to increase the quality of communication with customers, each customer has a representative at the factory and customers meet with the same person when they need it.

Thus; continuity is ensured in the follow-up of the subject and customers do not have to explain the same issue to different representatives over and over, and sincerity is created in communication. The friendship and team atmosphere established positively reflects on business issues, stress is reduced and it is easier to find common solutions.

The Customer Care team manages a large database and uses the latest technology for data management, paying attention to continuous improvement. In addition, issues such as fast reporting, fast access to the sought data, consistency in data, and all units seeing the same data are important.

Since the Customer Care project was launched on March 2, 2015, the project team has received an average of 120 requests per day via phone and e-mail. While 75% of the number of requests, which is an average of 650 per month, is directly resolved, other requests are followed up and concluded in the ongoing days. In this context, success performance criteria are followed as accessibility, fast turnaround and reliable return.

Until today, with the Customer Care project, the desired goal has been achieved and the feedback from customers has exceeded expectations. In the upcoming period, it is aimed to achieve much better results with the improvements to be made in the project.