Blue Calls

What is a Blue Call - When Should You Use It Beacon Call Note flagged as “Blue” that summarizes a severe problem at account A Blue Call should be used to involve senior management, as soon as possible, in any customer situation that you have not been able to resolve on your own Blue Calls automatically emailed to Senior Management on a daily basis

What Should a Blue Call Include Clear description of the issue(s) Action items to resolve People or departments that need to be involved

Good vs. Bad Blue Calls Good Blue Calls Bad Blue Calls Recurring issues verbalized by a customer Issues leading to potential loss of business Customer may not have verbalized it yet, but you think it its important enough to bring it to the attention of senior management Bad Blue Calls Too lengthy, you lose readers attention and don’t get right to root of problem Trivial problems Non-problems Regular struggles to capture business from a competitor is not a blue call

NEW! Blue Call Follow Up Process Follow up mechanism in-place to ensure Blue Calls are addressed Subsequent Orange Calls are entered Director of Customer Service assigns Blue Calls to an appropriate individual who will be responsible to bring resolution to the issue Responsible party will Develop and implement a solution Add notes to original Blue Call Change to call to Orange when issue is resolved

NEW! Blue Call Follow Up Process Orange Calls automatically emailed to Senior Management on daily basis Director of Customer Service tracks unresolved Blue Calls weekly, helps push issues to closure Tracking mechanism will be developed to identify trends

Conclusion Senior Management wants to be involved with customer issues Use Blue Calls when appropriate Avoid involving senior management in trivial problems Make sure problems are identified early, so that action can be taken before losing an account

Because MOM’s always there for you…

What Does MOM Stand For? Make Our Move

How Old Is Mom? Shhhhh… Mom’s never tell their age MOM was born in 1990 Mechanism for all employees who service customers (Sales, Service and Ops) to collaborate and share information to help grow the company 14 Years later, we are once again positioned to make our move MOM can be even more relevant today!

Whose Your MOM? Outlook email distribution list containing hundreds of people with vast industry and business experience that you can tap into Senior Management Sales and Sales Management CAM’s & CAST TS & SS General Managers TS & SS Specialists Sales Support Customer Service Logistics Group Compliance Managers Health & Safety Profile Group Billing Managers Credit Collections eCommerce

How To Access MOM

Why Ask MOM? To seek help Get ideas Collaborate Obtain solutions To provide information To help the team

What To Send To MOM? Obtain help with a unique problem Customer has a unique problem, you want to know if anyone has experience handling the material or performing the job Provide Competitive Information Relevant to the Team New products or services offered New areas of competitor activity Notify of Significant Market Changes Systech’s Kansas kiln will be down for the next 60 days due to accident MSE (Teris) now targeting the Northeast US for HHW and pesticide collection Share Big Wins or Big Losses (>$100,000) We took the Ferro business from Onyx We lost fuel business to Rineco @ Acme Chemical, Rineco used an unusual strategy… Share ideas where we can be more efficient, get margin improvement

What MOM Doesn't Want To Hear “Would the AM for Monsanto please call me?” Use Beacon to find the owner “I just got a call from Acme Corp. in New Jersey. Could the rep for NJ call them?” Either use Beacon to find account owner, or contact the DSM for that area DON’T “Reply to All”, unless your reply is significant for all MOM email recipients There are a few hundred people on the distribution who may not need to see your reply

Conclusion MOM is a great tool to help you Use it wisely to get ideas, collaborate, obtain solutions Provide information to the team, so everyone can benefit with better knowledge to beat the competition