At Outdoor Cap, our Custom Sales department has historically been one of our largest areas of growth. In the past, the department was divided into three sections: domestic embroidery, custom import, and team sports.
Cap orders were funneled and assigned to the appropriate program and anyone within that group was capable of fielding the requests. Because of this, we were unable to provide our customers with a single point of contact. Due to the amount of growth we have experienced in our Custom Sales department, we’ve surpassed our current business model. We’ve been working diligently to provide a more efficient configuration to our customers.
On July 11, 2016, we launched our new departmental structure and communication processes to a small beta group of customers.
We’re proud to announce that because of the success of the beta group, we are expanding these changes to all of our customers effective Thursday, September 29th.
These updates will benefit our customers by allowing us to scale for growth and keep up with the expanding marketplace, increasing our response time, and providing a familiar point of contact with specialized training.
Rather than dividing our staff into Domestic, Import, and Team programs, each employee will serve in a specific role dedicated to customer needs. This will allow us to respond to inquiries more promptly, improve our communication with customers, and provide enhanced support and partnership to all parties involved.
- Account Leads will serve as the single point of contact to customers. All of your decorated headwear requests, questions, concerns, etc. will be directed to your assigned Account Lead who will work with his or her team on your behalf to ensure your needs are met.
- Sample Specialists will handle price quotes, order graphics, and order samples.
- Production Specialists will place orders into production.
Current customers will soon be receiving an email introducing them to their designated knowledgeable Account Lead.
You will notice moving forward, that email communications will look slightly different. We are incorporating the communications platform, Zendesk, into this restructure. This allows us to record all emails relating to an order onto a single ticket for easy reference and higher efficiency.
Customers will continue to email firstname.lastname@example.org or email@example.com. Zendesk will then filter these emails and route them to the appropriate Account Lead. This allows for faster response times and coverage in the event of an unavailable Account Lead.
There is no need to email your Account Lead directly; by utilizing the firstname.lastname@example.org address, your message will be guided to him or her through Zendesk.
We are investing time and money into this restructure and the new communication software so that we can develop the best possible customer experience. These new developments position us to continue moving forward with additional technological enhancements in the future as we see fit.