Client Contact - Sixth Quality Certificate EN 15838 in Poland
In March 2014 Regional Center for Water and Wastewater Management Co. in Tychy (RCGW S.A.) (as a first company among companies in the utilities sector) received the prestigious management system certificate according to the international standard of customer service confirming compliance with EN 15838. RCGW SA is the sixth company in Poland with a certificate of this magnitude.
This standard systematize the use of modern tools of customer service and optimized our customer service. Implementation of Customer Service System by 15838 standard will ensure that Company's customer service is at the highest level - says Aneta Dabrowska, Chief Financial Officer.
- The main objective was to implement standards providing a greater level of satisfaction: customers with the service, employees with their work, improving the quality of employees contact with customer, improving organization and management, process optimization and increase the effectiveness of the Company - says Zbigniew Gieleciak, RCGW SA President.
Quality certificate obtained by RCGW SA, under customer service by phone, email, internet in the scope of contracts realization and customer support, monitoring of overdue receivables, marketing campaigns, has been granted for a three years period by the renowned certification body SGS Poland.
- I am very pleased that conducted audit confirmed compliance with the requirements of the 15838 standard. This is a proof that each of our customer service employees takes care of every detail in dealing with customers, which cause increasing satisfaction among our customers - says Aneta Przybylska, Customer Service Manager.
What is more, in addition to implementing modern standards of customer service, RCGW SA takes many improvement initiatives to customer service process. These include: Online Customer Service , eInvoice, direct payment, system QR codes or SMS Center.
RCGW SA deals with a sewage treatment from the Tychy area of more than 130 thousand residents. The company is a leader in the use of modern wastewater treatment technologies, renewable sources energy producer and modern methods and management strategies creator. Currently Tychy treatment purifies more than 12 million m3 of wastewater per year and operates mechanical-biological formula treatment.
To ensure that RCGW SA provides services at the highest level, the Board has decided to develop, implement and certify other management systems in the Company: quality (ISO 9001), environmental (ISO 14001, EMAS), energy (ISO 50001), health and safety ( PN-N 18001) and Corporate Social Responsibility (SA 8000). These actions put RCGW SA in the role of a strong leader in the plumbing industry, especially in customer service, setting a solid foundation for the development of the management and employees of the Company.
Contact us to learn more about the management system certification according to the international standard of customer service against EN 15838.