1. Blue Calls

2. 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 ed to Senior Management on a daily basis

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

4. 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

5. 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

6. NEW! Blue Call Follow Up Process
Orange Calls automatically ed 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

7. 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

8. Because MOM’s always there for you…

9. What Does MOM Stand For?
Make Our Move

10. 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!

11. Whose Your MOM?
Outlook 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

12. How To Access MOM

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

14. 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 Acme Chemical, Rineco used an unusual strategy…
Share ideas where we can be more efficient, get margin improvement

15. 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 recipients
There are a few hundred people on the distribution who may not need to see your reply

16. 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