In line with our continuous efforts to improve the client experience, we have been working hard on implementing a new CRM solution. We are pleased to announce that we are ready to roll this out from Monday 13th of August.
What does this mean for you?
You will only need to use one email address for all questions or interactions with KNEIP. You can rest assured knowing that your request is being managed by the right team and you will have a unique reference for each interaction.
Please continue to use the existing email addresses for the price file delivery to KNEIP (email addresses ending @trans.kneip.com)
How will this work?
We are excited to confirm that if from Monday 13th of August you send all your requests to email@example.com including one of the following keywords in your subject line, we will be able to treat your request more efficiently. Should your request not be covered by these keywords or more than one of these keywords, no need to add one to your subject.
|FDM and Instructions||FDM|
That’s all there is to it, please no need to copy or send to anyone else. We will take care of the rest.
Exception: Please continue to use the existing email addresses for the price file delivery to KNEIP.
What happens after I send an email?
You will be emailed back with a confirmation of your case (with a reference ID) along with follow up and confirmation once the case progresses until when it has been closed. It is important to keep the conversation about this case in the same email thread. All we ask is that you take a few seconds to later complete a satisfaction survey consisting of one question.
What is next?
Over the next 6 months we will be providing you with new functionality and channels according in the planned roll out dates below:
August : New email address (Send email requests)
September : Web Portal (light) (Where you will be able to raise cases and see the status of existing cases within a web portal)
December : Web Portal Enhanced (Enhanced capabilities via the web portal with additional features like Chat, Knowledge Management and FAQs)
If you can please ensure you use this new email communication from Monday 13th August. If you can please also share this with your colleagues who also communicate with KNEIP.
We remain at your disposal for any question you may have on this process; you can contact us by sending a query to firstname.lastname@example.org or via telephone to +352 227 277 900.
The KNEIP team
By Lee Marshall