Van den Anker has organised the communication with its business relations through an account management system that ensures that clear, direct and unequivocal communication with customers is possible. Communication takes place at three levels, that is, on a board, management and operational level.
You will be assigned a daily contact as a Van den Anker customer within the central department of our company, that is, the Customer Service department. This contact will be in charge of processing your orders and will be in daily contact with you. This contact will also be your central point of contact for questions, changes and orders. Your daily contact person will be in close contact with the Account Manager who coordinates the overall lines within a specific sector or customer group and who will regularly visit you to, for example, discuss the key performance indicator (KPI) report.
Single point of contact
Your permanent contact will be in contact with you as the customer and with all other Van den Anker departments internally such as: Transport Planning, Warehouse, ICT, Administration, Health, Safety, the Environment and Quality (HSEQ), etc.
The Customer Service department is responsible for reporting with regard to the most important key performance indicators (KPIs). Reports are, for example, drawn up regarding (internal and external) delivery reliability, picking performance and entry performance and speed on a daily, weekly and monthly basis. You will also be able to find data related to volumes and the incurred costs in these reports. Naturally, customer-specific parameters can also be included in the reports.
Account Manager and customer consultation
Performance reporting forms the basis for the consultation between the customer and the Customer Service department. The frequency of the consultation will be determined depending on the preferences of the customer. This ensures that both parties aim at a situation of continuous improvement.
Service Level Agreement (SLA)
If required, agreements about performance can be linked to rate agreements. This ensures that the partnership is more transparent and lays a clear foundation regarding expectations.
Most of our customers prefer to lay down the partnership in a Physical Distribution (PD) contract. This can be put in place with or without a Service Level Agreement (SLA). A contract ensures continuity and guarantees quality for both parties. A contract is, however, not essential to do business. You can determine this yourself at any time.