Account management
We want to develop long term relationships with our clients. We don’t see ourselves as simply another supplier, we are a true partner. Our aim is to provide unrivalled client service and real value for money.
Account management structure
With over thirty-nine years experience we have developed a culture of continuous improvement and proactivity, and our client services procedures are compliant with the ISO9001:2008 quality standard.
Each one of our clients is assigned an Account Executive who is responsible for the day-to-day delivery of BTB Mailflight’s services, and they are a client’s main contact. Account Executives work within a small team, and each team is supported by a Team Leader.
A Business Development Manager will also be allocated to the account, they handle more strategic issues such as pricing, implementation, recommending additional services a client may benefit from, and reviewing our performance against the Service Level Agreement.
You will be given the direct telephone numbers and email addresses of your account management team, and we do not have voicemail so your call will get answered.
Having documented procedures and a team-working support structure ensures a consistent standard of service
Service level agreements and review meetings
We work in partnership with clients and set service levels, these are key to measuring performance, and achievement against these will be discussed at regular account review meetings
Implementation
We take a partnership approach working closely with you, your agencies, and previous suppliers to ensure that work is implemented smoothly.
Business continuity planning
We are conscious of the effect of a disaster on our customers, which is why we have documented our plans, and invested in Business Continuity resources both internal and external, ready for situations that we sincerely hope will never arise
Investors in people
BTB Mailflight’s commitment to the training and development of its 190 employees was rewarded in May 2003 when we first achieved the prestigious Investors in People status.