Customer service

No company, regardless the financial resources or its plans and the directions of its development, has a chance to achieve market success without its people's involvement. The basis for Damco success are our employees who are fully aware of the tasks set before them; they approach the solving of current problems in a creative and individual manner, and this is translated directly into the quality of services we render.

Damco relies on its employees who identify with the company's goals and with mission, as well as with the customers. Our employees act as Customers’ advocates, and consequently each customer is treated in an exceptional and special manner; there is a dedicated member of our staff available 24 hours a day to whom one may communicate any problem and any need, however exceptional. Customers can be sure they get in touch with employees having the suitable knowledge and qualifications, and comprehensive information and assistance will be given in 99% of the cases.

Quality is not only about certificates, but also relies on employees that create processes and participate in them. Our staff perceives the high quality of services rendered not through the quality certificates the company holds, but they see it as satisfying the customer's needs at a determined level agreed upon with and approved by the latter. Service quality may be monitored more easily owing to the KPI system we implemented to measure customer service performance indicators and to customer satisfaction surveys. The entire process is controlled by the Quality Management Specialist and by the Consignment Warehouse Manager; they fulfil control functions, but their task also involves finding and determining weaknesses in the process and solving the identified individual problems in a creative manner. Damco's employees guarantee QUALITY, and the certificates we hold merely confirm that we implemented an integrated quality management system.

Standard service package

A reliable company performs services in a reliable and timely manner, acts responsibly and works together with the customer to solve problems. Bearing this in mind, Damco has introduced a series of measures to make life easier and more convenient for the customers; a reporting system has thus been created and made available to the customers by means of a dedicated website. The system has the following advantages: access to data is faster and more secure; process effectiveness for the customer is higher; customers have up-to-date information concerning stock, order and delivery status; customized configuration is available.

The online service package includes:

• possibility of entering and controlling warehouse orders
• reports concerning stock levels and warehouse movements
• reports and summaries of warehouse documents (receipt and release documents)
• reports required for the procedure of recalling pharmaceutical products
• electronic proof of delivery (POD)
• monitoring temperature and humidity (for pharmaceutical products)

Damco has the necessary preparation and widely uses data interchange based on EDI; the standard messages used include:

• incoming delivery notification
• delivery receipt confirmation
• information concerning stock levels
• release order acceptance
• goods release confirmation

If necessary, Damco also handles more complex sophisticated messages, such as for instance the following:

• movements between warehouses
• accepting co-packing orders including change of stock level on fetched and produced goods
• change of quality status
• stock blocking