Page 4 - CCS-catalogue

Positive Customer Experience
Dams Furniture considers a positive customer experience to be a key component of our business for our continued success, development and growth. A dedicated help desk is in place with named contacts, direct dial phone numbers, email addresses, and this is a 24 hour 7 days a week service.
Sales & Logistics
Dams believe that accurate timely, relevant and open lines of communication are the cornerstone of good business practice.
Our extensive sales and logistics teams
are available to offer product advice and support either via telephone, email or on site visits. Dams use a state of the art CRM (Customer Relationship Management) system. This is updated with contact information and reports so that there is clear visibility across the business of all client interaction.
Marketing Support
In any pre-order situation CCS buyers will
have access to showroom facilities, the Dams website, Dams catalogues (Furniture Guide and Social Spaces) and a dedicated CCS catalogue. Dams sales personnel will be available to offer workplace consultations to develop a design brief, conduct site surveys, produce CAD plans and offer 3D renders for a true representation of a proposed scheme. Once the CAD drawings have been signed off we work closely with the client to develop the project plan to deliver the project on time and full.
Complaints Procedure
Our complaints procedure and policy including time scales, resolution, remedials and escalation is detailed within out ISO9001 Quality Management Policy document under procedure number: DCCP01. Each and every complaint
is acknowledged by email either on the day of receipt or next day and are logged within our ACTIV system and are reviewed by a manager. If deemed necessary a Dams Contract manager will visit the site to inspect the issue and agree remedial activity and time scales, again stocked product can often be rectified within 24 hours.
Account Management
The Crown Commercial Services Account Manager and Public Sector Team will be responsible for the management of the CCS Framework Agreement. All major projects or HUBS programs undertaken by Dams are assigned key senior managers from sales, logistics, manufacturing, design, customer services and project management. The team remains with the project throughout from initial briefing though to project completion and after sales support.