Keegan@Netflix
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At RED, we think we provide some of the best service in the world, but it does not mean we get complacent. We want to keep evolving. For the last 3 months we have been pouring over data to come up with some ways that we can improve the Bomb Squad to increase customer satisfaction and allow us to provide you - the customer - better support.
Over the course of the next three weeks, we will be go through a major overhaul with the Bomb Squad seeing some re-alignment and change in duties. For example, some reps will be transitioning into a new department, some a to new role within the Bomb Squad, etc. This is a complete team effort so if you have open orders or orders in processing don’t worry, your old rep will close things out and make sure the hand off is seamless. This restructure is being done strategically to account the growth of our customers and to allow us to continue a high level of support.
What are some of the major changes? Bomb Squad reps will have a smaller customer list so they are able to assist and support customers at a more personal level without having to juggle a large customer list. This will allow reps to keep customers more informed during product releases, upgrade programs, and any other news or events that occur that we want our RED owners and customers to know about.
On top of supporting customers the Bomb Squad has also been involved in working with other departments to improve efficiencies on order processing. Previously, our stated order processing times for "in stock" items was that it usually shipped in 3-5 business days. We have recently updated that message to 2-3 business days. On top of that, we are working to reduce that even further so that in stock items on orders received early in the day ship same day. Ones late in the day, ship early the next day. Until we systematically hit that level of turnaround, your rep has the authority and ability to expedite shipments to ship same day (assuming in stock and before that business day's shipping cutoff). If you have that urgent need, we will do our best to accommodate.
Others improvements they have been involved on is improving the “My Accounts” section on Red.com, based on customer feedback we are giving the “My Account” section a complete new look. A fresh sheet of paper… Our RED.com team has worked directly with the Bomb Squad to understand what things would be important for you as the customer to utilize as a tool that provides you with more information and control of your RED account.
Lastly, we are also collaborating with our international offices to implement process improvements and increased efficiencies across the board.
We ask for your patience as we work on this transitions and changes. Our goal is to provide the best customer experience that we can. Good enough is never good enough.
Thank you,
Keegan
Over the course of the next three weeks, we will be go through a major overhaul with the Bomb Squad seeing some re-alignment and change in duties. For example, some reps will be transitioning into a new department, some a to new role within the Bomb Squad, etc. This is a complete team effort so if you have open orders or orders in processing don’t worry, your old rep will close things out and make sure the hand off is seamless. This restructure is being done strategically to account the growth of our customers and to allow us to continue a high level of support.
What are some of the major changes? Bomb Squad reps will have a smaller customer list so they are able to assist and support customers at a more personal level without having to juggle a large customer list. This will allow reps to keep customers more informed during product releases, upgrade programs, and any other news or events that occur that we want our RED owners and customers to know about.
On top of supporting customers the Bomb Squad has also been involved in working with other departments to improve efficiencies on order processing. Previously, our stated order processing times for "in stock" items was that it usually shipped in 3-5 business days. We have recently updated that message to 2-3 business days. On top of that, we are working to reduce that even further so that in stock items on orders received early in the day ship same day. Ones late in the day, ship early the next day. Until we systematically hit that level of turnaround, your rep has the authority and ability to expedite shipments to ship same day (assuming in stock and before that business day's shipping cutoff). If you have that urgent need, we will do our best to accommodate.
Others improvements they have been involved on is improving the “My Accounts” section on Red.com, based on customer feedback we are giving the “My Account” section a complete new look. A fresh sheet of paper… Our RED.com team has worked directly with the Bomb Squad to understand what things would be important for you as the customer to utilize as a tool that provides you with more information and control of your RED account.
Lastly, we are also collaborating with our international offices to implement process improvements and increased efficiencies across the board.
We ask for your patience as we work on this transitions and changes. Our goal is to provide the best customer experience that we can. Good enough is never good enough.
Thank you,
Keegan
