Since 1993 Gilmore Global has delivered integrated services for many of the world’s most respected global companies. Today, Gilmore Global offers a flexible, global supply chain solution for growing companies. Gilmore Global’s integrated solutions meet the diverse needs of organizations with a range of content deployment (paper, media, digital) and supply chain support requirements.
Gilmore Global has consistently looked for better ways of analyzing both the types of inquiries that it receives as well as the resulting communications that are necessary to resolve each of its client’s issues. This ongoing analysis provides Gilmore Global with the critical information necessary to develop solutions and tools required to improve overall customer experience. While email has proven to be a flexible and convenient tool for client communications it is cumbersome to manage across teams and it can be difficult to use in effective issue tracking and management.
A prime consideration for Gilmore Global was the reduction of email traffic to its customer support teams while ensuring that all inquiries were logged, tracked and evaluated.
FIT allows Gilmore Global’s clients to make inquiries and report issues through a managed application. This managed approach ensures Gilmore Global’s ISO compliance by providing effective issue tracking and management metrics including issue types and volumes, open communications and closure rates. It also provides for the escalation of flagged issues within the system.
With an “internal” and “external” track, Gilmore can communicate internally about an open issue without the customer seeing those communications. FIT provides Gilmore with a central repository for all communications on the subject.
Fit is also used as a means of communication between Gilmore Global’s customers and its Global Partners. A customer can enter an issue or details for an order to be expedited. FIT then automatically redirects the ticket to the appropriate print partner, with Gilmore on copy. This eliminates any issues concerning different time zones and ensures immediate responses.
Gilmore Global has further expanded its use of FIT to conduct purchasing.