Bloomex Introduces New Tracking System

Bloomex, Canada’s largest and fastest growing online florist has introduced a new customer service tracking system. This new tracking system will work in conjunction with the new Customer Service System that was implemented only a few weeks ago that has received optimistic reviews. Bloomex anticipates this new tracking system will improve overall customer satisfaction.

“In an effort to isolate and remedy customer issues, we have asked our clients to provide feedback as to their experience with our company.” says Angela Malik, Customer Service Manager for Bloomex. “After carefully reviewing the feedback, Bloomex Management has come up with this new tracking system which we hope will improve our overall productivity. If there is an issue with our production facility, or delivery system or customer care, we want to know about it. We want to endeavour to ameliorate our services.”

Bloomex’s new tracking system works internally and externally; externally involves our production facilities and delivery services. Internally involves our Customer Service System. How it works: overnight Bloomex’s computerized ordering system generates all orders placed and delivered, tracking all the mistakes made by the production facilities and then the delivery services. The new tracking system generates a report that is sent to the Quality Assurance Managers for review. This allows the managers to review the information submitted and implement different strategies to correct any issues. The system ensures that all production facilities are using the freshest flowers, and are continuously committed to providing the best products and services. It also ensures that delivery drivers and courier companies handle our products with care as the system tracks products damaged in the course of delivery. Bloomex can then address any delivery system issues and employ regulations to ensure recipients receive their flowers in excellent condition.

The second part of this new tracking system, allows the Customer Service Managers to ensure that all Bloomex Customer Care Specialists (CCS) are thorough in their duties. The new system tracks errors made by CCS’s, which in turn are sent to the managers. This will allow them to correct these situations and provide the best customer service possible. The major benefit of the new system is the development checks and balances so that management and employees alike are held accountable for any inconvenience that the customer may face.

Bloomex Management is confident that this new tracking system will increase efficiency in an affirmative manner, resolving the issues at hand immediately. Bloomex’s business formula has always been to provide our customer with the best quality product at the lowest price.

For further information:
Michelle Robitaille,
Public Relations Manager
Bloomex
(613) 228-7673
publicrelations@bloomex.ca

Bloomex Introduces New Customer Service System


Bloomex, the fastest growing online florist in Canada, has implemented a state-of-the-art customer service system in order to keep pace with the company's dynamic growth.

With the initial installation stages now complete, Bloomex’s new approach to customer service will dramatically reduce hold times, eliminate the need for customers to repeat information after arriving at a live customer care representative and even allow customers to chat live with a service agent, resolving their issues faster and more conveniently.

"We simply weren't satisfied with the time it was taking for us to handle customer inquiries," said Angela Malik, Customer Service Manager. "The implementation of this new platform marks the completion of the first major step in the 'Improving Customer Service' campaign at Bloomex, and is the first of many customer-centric enhancements aimed at improving the communication experience for our customers."

For example, Bloomex is now utilizing Crafty Syntax to give customers 24/7 self-service access to Bloomex Live Help, Questions & Answers, or to email their questions directly to a Bloomex agent. With Live Chat powered by Skype, customers are able to chat real time with a Bloomex agent to change/modify order details such as delivery time, address changes, additions to orders, etc.

Through handling most queries via our new Interactive Customer Service System, Bloomex management is able to respond faster and more efficiently to customer complaints, rectifying situations immediately, and with customer “call back” times being dramatically reduced. Being the only floral company in all of Canada, which provides in house 24/7 live customer service, Bloomex’s call centres serve between 500 to 1,000 calls on a daily basis. The mounting successful growth of Bloomex and its divisions, and increase in customers made it nearly impossible to keep pace with the volume of customer service inquiries.

“This new interactive system will improve customer service at Bloomex by ending the frustration of long hold times, decreasing demand for agent time, and controlling costs by enabling Bloomex to offer personalized customer service without adding new staff at an increased cost to the consumer," said Dimitri Lokhonia, president of Bloomex Inc.

For further information:
Michelle Robitaille,
Public Relations,
Bloomex,
(613) 228-7673,
publicrelations@bloomex.ca

Bloomex announces new Division

OTTAWA, May 21 /CNW/ - FlowersWholesale.ca, a division of Bloomex, was launched in December 2007, when Bloomex management found there was a large market for wholesale flowers.

Bloomex is a national Canadian based floral company, offering various floral and gift arrangements throughout Canada and the U.S. via its online computerized sending system. The Bloomex website acts as a storefront allowing consumers worldwide to place orders online themselves, chat with a live agent or place orders through a 1-800 number. Bloomex is the only Canadian floral company that offers same day delivery to almost any
location in Canada, and orders can be placed 24 hours a day.

The core strategy behind FlowersWholesale.ca is similar to that of Bloomex.ca, in that it is not only aimed at any size of business, big or small, but also geared towards the average consumer needing flowers in bulk.

Bloomex marketing team found that in the past the majority of these consumers would purchase from local florists that would offer a modest discount for large orders of flowers, because most florists didn't have the means to provide bulk prices. As well, many small local florists would deal with several wholesalers for their bulk flowers, some wholesalers being American, which would have the bulk flowers in transit for many days, losing its freshness.Consumers themselves couldn’t deal directly with wholesalers, as most require business numbers and don’t necessarily sell flowers in bulk to the general public.

”Through its harmonized network of growers, and company owned facilities, Bloomex is able to provide fresh cut flowers at significantly reduced costs to the consumer”, says Dimitri Lokhonia, President of Bloomex Inc. “Since Bloomex is Canadian owned, the flowers being shipped to their destination would be in transit for hours instead of days, keeping their freshness and longevity. The average consumer and business can now access large quantities of flowers in bulk for wholesale price without sacrificing quality.”

Bloomex and FlowersWholesale.ca are also able to offer floral arrangements for any occasions, at wholesale prices. Whether it’s for hosting of events, parties or weddings, the supply and demand for flowers in bulk are endless. Bloomex's national brand name is able to offer exceptional customer service and quality products that are 100% guaranteed, working directly with the consumer to create the perfect ambiance for their event.

Bloomex's integrated business network allows the consumer to deal with one contact, from placing their order to its delivery, reducing the margin of errors associated with middlemen.

Bloomex has already launched new and innovative approaches to further ameliorate the growing floral market, by including such options as chocolates, teddy bears and fruit baskets. FlowersWholesale.ca also has a floral wedding co-ordinator, which is available to help with the selection and design of a range of assorted wedding arrangements,including custom orders.

For more information, or to view our selection of assorted products, visit our websites at http://www.bloomex.ca and http://www.flowerswholesale.ca.


For further information:
Michelle Robitaille,
Public Relations,
Bloomex,

(613)982-2469,
publicrelations@bloomex.ca


Ottawa Ontario Flowers
9 Capella Crt., Unit 1,
Ottawa, ON K2E 8A7