Alphasense expands team and streamlines processes to drive excellence in customer experience
We have recently invested in our customer services team, internal processes and supporting systems as part of several changes across the business.
Since our acquisition by AMETEK in December 2021 and our subsequent designation as AMETEK MOCON’s ‘Global Gas Safety and Air Quality Sensor Centre of Excellence ’, Alphasense has restructured our management team, welcomed a number of experienced new employees and seen a renewed investment in research and development which will deliver a number of new product introductions in 2023.
In the area of customer services, we have more than doubled the number of employees dedicated to customers and expanded our customer-facing capabilities to support continued growth and increased demand for our products.
Alphasense is also in the process of replacing our legacy systems with a new paperless Enterprise Resource Planning suite which will enable us to reduce waste, be more environmentally friendly and improve overall efficiency.
In merging inside sales, administration and order entry into a single customer service team comprising a combination of new starters and experienced Alphasense employees, we have a renewed and shared focus on the customer. The front-line team at Alphasense is now well-placed to deal with customer enquiries quickly and effectively and to support the work of our Regional Sales Directors who operate externally.
Will Parrett, Sales & Marketing Director EMEA, said: “In streamlining our systems and processes, we have become more efficient, more customer focused and more transparent. We have made many improvements during the year which have already had a positive impact on our customers, and we continue to strive to do more.
“As we start the year, we are confident our customers are receiving better service than they were six months ago and certainly if you look back 12 months. The implementation of a new ERP system and the introduction of some genuinely innovative new products in 2023 present customers with a wider product range to choose from, and a smoother, better-informed buying experience.”
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