The Custom Companies is Raising the Bar on Customer Service
Diversified transportation solutions provider adds Customer Care services from DDC FPO to achieve scalable excellence in customer experience.
Northlake, IL / Evergreen, CO – The Custom Companies, Inc., a leading asset-light domestic and international transportation firm headquartered in Metro Chicago, announced today that it is advancing its customer experience with additional Customer Care services provided through the company’s continued partnership with DDC FPO. DDC FPO is an outsourcing company that dedicates teams of professionals to serve as extensions of transportation and logistics companies.
The growing range of customer support services being added to the logistics provider’s program includes administration for ground and air freight operations, accounts payable processes, and track and trace capabilities.
“We set out to raise the bar for customer service, and with the help of DDC FPO, we’re continually improving the way that we serve our shippers and help them achieve their goals,” said Joseph Klikas, Chief Experience Officer at The Custom Companies. “This partnership enables us to find and retain quality talent for this specific initiative while remaining a major employer in the Chicago and Los Angeles metropolitan areas.”
The Custom Companies first began using DDC FPO Customer Care services to handle basic requests, such as setting up pickups, sending rate quotes, and tracking for small to mid-size clients. After a short time utilizing the service, The Custom Companies realized the exceptional support their customers were receiving from DDC FPO and made the decision to expand the team to provide more advanced and complex support services, as well as add its enterprise client care to the program.
“DDC FPO is like having an employee with the highest level of commitment and quality,” Klikas said. “The experience so exceeded our expectations that we asked more of them without hesitation. The Custom Companies has grown thanks to relationships with customers who have become partners. I don’t think we could have done it without the superior service our customers are getting from our DDC FPO team.”
Scalable omnichannel offerings using voice, email, text, and live chat platforms
Responsibility for product and service inquiries, shipment request, order tracking, POD retrieval, complaint resolution, technical assistance, and field guidance
Delivery in over 30 different languages
Support for internal processes, including call routing, accounts payable, debt collections, claims processing, and track and trace capabilities
Inside sales, sales support, and portfolio management, including Lead qualification, price quoting, customer research, CRM record updates, account nurturing, load matching
About The Custom Companies Inc.
The Custom Companies Inc., headquartered in Northlake, Illinois, was founded in 1986 to provide a broad base of transportation solutions under one roof to customers. The company expanded rapidly from a two-truck operation to over 2,000 pieces of equipment nationwide. The Custom Companies Inc. offers 50-state Less than Truckload (LTL), Domestic and International Air Freight, Dedicated Contract Cartage, Direct Mail Distribution Services, Expedited Ground Services, Hot Shot Services, Intermodal Services, Local Cartage, Logistics Management, Pick & Pack Services, and Full and Partial Truckload Services within North America. Its equipment includes Dry Vans, Temperature Controlled, and Flat Bed Equipment.
About DDC FPO
DDC FPO (Freight Process Outsourcing) is a strategic business process outsourcing (BPO) partner for many of today's leading transportation and logistics providers. Currently serving 50% of the top carriers ranked by revenue in North America, DDC FPO dedicated teams of professionals currently process over 300,000 shipments daily. Founded in 2005 to serve as the freight-focused member company of The DDC Group — a worldwide network of BPO companies — DDC FPO has operations and customers across North America, the UK, Europe, and Asia-Pacific, with services offered in over 30 languages. DDC FPO offers a variety of front and back office services, including; freight billing, customer service, inside sales, and mobile, intuitive OCR data capture. DDC FPO has been named to the Inc. 5000 list of America’s Fastest Growing Private Companies for three consecutive years. To learn more, visit: ddcfpo.com.