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New Look Customer Services

It's pretty obvious that the cycling industry is going through a massive period of growth with more and more people riding bikes everyday. A knock on effect of such increased interest in the sport means a strain on the resources, and for a company that has effectively doubled in size over the past 12 months means we’ve inevitably been playing catch up in some departments. But, things have been changing at Planet X, none more so than where it’s most needed, in our Customer Services department.

Customer operations manager Drew Kitteringham has been over seeing matters since July this year, and his team have grown hugely in numbers. However, it’s not just a case of throwing bodies into the mix to cope with growing demand; there’s been a ground up approach to the expansion. Starting with the introduction of a new email system, we’ve been able to drastically shorten the wait time for responses, a change that has been mirrored with our calls team and new phone system. Ramping up our inbound team and creating a dedicated outbound team whose responsibility it is to keep you up-to-date on your purchases and C2W orders. As a result average call wait time has and continues to fall month on month. All this means your complaints and queries get answered quicker and more efficiently than before.

The brand new, massively expanded Planet X Customer Services team
The new look customer service department


It was only a matter of time before customer services got too bloated to stay up here in the office, some new facilities were in order. Tucked away up in the office, with the returns and warranty team elsewhere as never an ideal situation. Drew has pulled them together under one roof with some plush new facilities. Taking over the old bike build room, that old grease splattered space has been transformed into a slick customer services specific set-up. New carpet, new desks, new chairs, new phones... a new experience entirely. But, we’re not losing sight of where we’re from, there’s a nice feature wall decked out in Planet X Guru Blue to make everyone feel more at home.

5 December 2013


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