Multi award-winning RAM Tracking has achieved an ‘Outstanding’ accreditation from the nationally recognised Investor in Customers’ (IIC).
RAM Tracking, who have over 4,000 customers across the UK, are the leading provider of intuitive GPS technology used to track vehicles to reduce costs and increase productivity for fleets. This is the first time that RAM have been surveyed by the IIC and the company attained the two out of three star ‘Outstanding’ rating. IIC completed a rigorous month-long assessment of the company’s customers, employees and management – appraising how well the business performed across key criteria: understanding and meeting clients’ needs, delighting clients and creating loyalty.
Overall, RAM Tracking was just 0.1% off achieving the top three-star ‘Exceptional’ standard.
In the past two years, RAM Tracking has invested over £1 million implementing new technology, systems and training for clients and employees – including a huge investment in SalesForce to increase automation and enhance the customer journey and experience.
RAM Tracking CEO Chris McClellan was delighted with his company’s performance, commenting:
“To achieve an Outstanding rating the first time we’ve undertaken the IIC assessment is superb. We undertook the assessment as part of our culture of constant transformation and improvement, with the aim of getting some real ‘in the moment’ feedback on where we could improve our offering to customers. It was particularly encouraging to see that we performed brilliantly across all four of the IIC criteria; understanding customer needs, meeting those needs, delighting customers and engendering loyalty. We’re already planning to tackle the constructive feedback and I have no doubt that next year we’ll attain the ‘Exceptional’ three-star level.
Anita Pickering, Director at Smile Customer Experience Ltd, who conducted the assessment on behalf of the IIC noted:
“It was a pleasure to work with RAM Tracking. Every single person on the management team was fully behind the assessment and open to the findings. The feedback was very positive, the real value of the IIC assessment comes from taking action where improvements have been specifically highlighted. RAM were clearly delighted with the feedback and keen to start working on any customer experience elements that could be improved within the business – a fantastic attitude to have and the reason why I have no doubt the company will build on this success and perform even better next year.”
Mr McClellan finished by adding:
“RAM are signing up on average 100 new customers every month and we’ve seen over 60% growth over the last year. I truly believe that’s testament to the companies dedication to exceptional customer experience and constantly re-evaluating how things can be done better. We spend a lot of time training and incentivising our staff, and the feedback from the survey showed we’re really getting it right. We try to ensure everyone understands the company vision and this certainly helps drive service and sales.”
Key customer comments direct from the assessment report:
· “I have always received 100% support with any questions or queries along with great customer service”
· “We have met with numerous companies offering a similar service but RAM Tracking was certainly the best to deal with in terms of professionalism and product”
· “Excellent product, excellent customer service and account management”
· “Every person I have dealt with at RAM Tracking have been friendly and helpful; the service the Company offer is great – what’s not to recommend?”
· “Very reliable and great service”
· “Issues are resolved promptly. Communication is excellent”
