Customer experience shows how customers feel about a company and is a core ingredient of business success. It is an intangible gauge that reflects satisfaction or dissatisfaction with services or products. This experience is evident in brand reputation, continued support, and revenue generation.
British Security Industry Association (BSIA) membership underpins a company’s commitment to the security of its customers. This trade association covers everything from providing physical security devices and security services to managing sensitive information and material.
In the document management and recycling industry, positive shredding customer experiences rely on how well a company handles and protects sensitive materials. At Shredall SDS Group, the trust and confidentiality of our customers take centre stage. This article explores how we establish and maintain solid customer experiences, as well as our commitment to compliance.
Our approach to customer experience
At Shredall SDS Group, we employ a multi-tiered approach to customer experience that braces our efforts to continuously deliver top-shelf services. We received the Feefo Platinum Trusted Service Award for the third year running in 2024, based on feedback from real customers.
Our accreditations are the foundation for our mission and standards. They assure our customers that we measure ourselves against objective standards to consistently deliver excellent services. Shredall SDS Group’s ISO 9001 accreditation shows that we comply with the standard of establishing and maintaining a quality management system across our business, ensuring our customers receive the highest quality of service at all times.
We use cutting-edge equipment and facilities to store, shred and recycle sensitive and confidential material. Shredall SDS Group’s high-security facilities protect documents and materials against damage and security breaches.
Our dedication to our customers is evident in our services. For instance, we successfully facilitated and managed the document storage and indexing of a national dentist chain by visiting each branch, safely packing (into more than 14,000 boxes), scanning and organising confidential information.
Our dedication to compliance
Businesses cannot establish, maintain and improve customer experience without being compliant.
At Shredall SDS Group, we not only ensure compliance with the shredding industry’s protocols, but we also observe the industry-specific regulation frameworks of our customers to guarantee their continued compliance. We comply with regulations such as GDPR to safeguard all sensitive and confidential information.
Our accreditations include ISO 27001 (information security management), ISO 9001 (quality management) and PAS 2060 Carbon Neutrality Certification. We also keep our finger on the pulse of evolutions in regulatory frameworks, such as the BS EN 15713:2023 practice updates regarding the destruction of secure data. We, at Shredall SDS Group, are fully compliant with this revised standard.
Customer experience challenges in the industry
While we proudly fly the flags of our accreditations, memberships and registrations, we are not blind to the challenges in the UK shredding industry. Shredall SDS Group recognises these obstacles and is committed to resolving them.
Customer wait times
A recent study by Microsoft found that, in the UK, customers are on hold for up to 85 minutes when they call a customer service number. Although this research plotted the entire product and service delivery landscape, it also highlights problematic customer wait times in the UK shredding industry.
At Shredall SDS Group, we embraced groundbreaking digital tools to address this challenge. Our Mobile Workforce System effectively reduces customer wait and call transfer times. It is an end-to-end solution that incorporates everything in our chain from scheduling and routing to accounting.
Environmental concerns
In today’s climate-conscious landscape, most businesses drive eco agendas to boost their compliance and continued viability.
From waste reduction and recycling to limiting carbon emissions, Shredall SDS Group understands and supports these drives. We underpin the eco-conscious efforts of our customers by being an environmentally friendly company and implementing green operations, such as our recycling services. Also, we actively participate in wider community projects such as Plant for the Planet, a customer-centric tree-planting initiative. We also have a PAS 2060 Carbon Neutrality Certification, carbon credits and an ambition to be net zero by 2030.
Limited self-serve options
In the shredding industry, self-serve options such as payments and accessing scanned documents streamline operations. These are things that customers can do with little or no assistance. However, limited self-serve options still remain a challenge.
Shredall SDS Group tackled this problem by introducing our own Document Management Software. This cutting-edge programme allows quick and affordable access to digital records from anywhere in the world. Once we have scanned and captured a customer’s data, they have a secure, open pathway to retrieve and view material whenever needed.
Shredding services designed to suit your business needs
Shredall SDS Group puts its customers and their needs first. We are the preferred business partner for secure and confidential shredding, storage, scanning and recycling services. Contact us today and find out how we can help secure your data and support your green initiatives.
