{"id":68590,"date":"2024-12-13T03:56:36","date_gmt":"2024-12-13T08:56:36","guid":{"rendered":"https:\/\/www.radial.com\/?post_type=insight&#038;p=68590"},"modified":"2024-12-16T06:11:34","modified_gmt":"2024-12-16T11:11:34","slug":"the-client-is-always-right-the-core-of-client-centricity","status":"publish","type":"insight","link":"https:\/\/www.radial.com\/eur\/insights\/the-client-is-always-right-the-core-of-client-centricity","title":{"rendered":"The client is always right &#8211; the core of client centricity"},"content":{"rendered":"\n<div class=\"interior-page-block-area\">\n\t\n<div class=\"core-paragraph-block\">\n<p><em><strong>Expert Contributor by<a href=\"https:\/\/www.linkedin.com\/in\/jacekmainka\/\">\u00a0Jacek Mainka<\/a><\/strong><\/em><strong><em>, Business Manager, Radial EU<\/em><\/strong><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>In today\u2019s highly competitive and interconnected marketplace, client centricity is no longer just a buzzword. It\u2019s a strategic imperative. At its core, client centricity means placing the client at the center of every business decision, from strategy development to daily operations.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Radial operates in a very complex ecosystem. Here, understanding the needs, goals, and challenges of our business clients is essential. They depend on us, as their partners, not just for operational support, but for strategic contributions that enhance their own offerings and their own, end-customers&#8217; experiences.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>A client-centric mindset involves:<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Tailored solutions<\/strong>: Addressing the unique needs of each business client, rather than offering one-size-fits-all products.<\/li>\n\n\n\n<li><strong>Collaboration over transactions<\/strong>: Building long-term relationships and positioning as a trusted partner, not just a service provider.<\/li>\n\n\n\n<li><strong>Focus on outcomes:<\/strong> Prioritizing the client\u2019s success metrics, such as operational efficiency, scalability, and customer satisfaction.<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Radial exemplifies client centricity in ecommerce and omnichannel <a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfillment\/fulfillment-solutions\">fulfillment<\/a>. From offering personalized technology solutions to anticipating logistical challenges, we focus on empowering clients to meet and exceed their customers\u2019 expectations. By doing so, we not only address clients\u2019 operational needs but also help them build their own customer-centric capabilities.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">A culture of building a process around the client<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At Radial, our approach goes beyond simply offering core services like fulfillment and <a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfilment\/transportation-management\">transportation<\/a>, services that many competitors also provide. What sets us apart is our unwavering focus on building these services entirely around the needs of each individual client. We dare to challenge the idea of standard solutions or fixed price lists. Instead, we craft tailored, comprehensive offerings designed specifically for each client. This client-centric approach allows us to deliver value that directly addresses the unique challenges and goals of our partner businesses.<\/p>\n<\/div>\n\n<div class=\"quote-block no-image\">\n\t        <div class=\"quote-block__left animate\">\n\t\t\t<svg width=\"84\" height=\"55\" viewBox=\"0 0 84 55\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M62.0658 55C57.9497 55 54.4023 53.9562 51.4236 51.8686C48.4449 49.7275 46.1431 46.9708 44.5184 43.5985C42.9478 40.2263 42.1625 36.6131 42.1625 32.7591C42.1625 26.0146 44.4642 19.7251 49.0677 13.8905C53.6712 8.05596 59.412 3.42579 66.2901 0L84 10.1168C79.9381 11.9367 76.2553 14.1582 72.9516 16.781C69.648 19.4039 67.2921 22.455 65.8839 25.9343C69.5667 26.6302 72.735 28.1825 75.3888 30.5912C78.0967 32.9465 79.4507 36.0511 79.4507 39.9051C79.4507 44.0803 77.7988 47.6399 74.4952 50.5839C71.1915 53.528 67.0484 55 62.0658 55ZM19.9033 55C15.7872 55 12.2398 53.9562 9.26112 51.8686C6.2824 49.7275 3.98066 46.9708 2.3559 43.5985C0.785299 40.2263 0 36.6131 0 32.7591C0 26.0146 2.30174 19.7251 6.90522 13.8905C11.5087 8.05596 17.2495 3.42579 24.1277 0L41.8375 10.1168C37.7756 11.9367 34.0928 14.1582 30.7892 16.781C27.4855 19.4039 25.1296 22.455 23.7215 25.9343C27.4043 26.6302 30.5725 28.1825 33.2263 30.5912C35.9342 32.9465 37.2882 36.0511 37.2882 39.9051C37.2882 44.0803 35.6364 47.6399 32.3327 50.5839C29.029 53.528 24.8859 55 19.9033 55Z\" fill=\"#0070c0\"\/>\n<\/svg>\n\t\t\t        <\/div>\n\n\n        <div class=\"quote-block__right animate\">\n\t\t\t                <q class=\"quote-block__quote\">\n\t\t\t\t\t<p>We dare to challenge the idea of standard solutions or fixed price lists; instead, we craft tailored, comprehensive offerings designed specifically for each client<\/p>\n                <\/q>\n\t\t\t\n\t\t\t\t\t\t\n            <div class=\"quote-block__profesional-title\">\n\t\t\t\tJacek Mainka, Business Manager\t\t\t\t\t\t\t\t            <\/div>\n\n\t\t\t        <\/div>\n\t<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Designing tailored solutions<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Our process begins with a <strong>thorough analysis of the client\u2019s business<\/strong>. We delve into their current operations, growth plans, and pain points\u2014both present and anticipated. By understanding the full picture, we can identify how Radial\u2019s solutions can address their specific needs. Whether that\u2019s streamlining existing processes or preparing for future challenges.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>From there, our <strong>Solution Design and Engineering teams<\/strong> get to work, developing a logistics process proposal with a focus on optimizing costs and boosting productivity. The result is a process designed to fit seamlessly into the client\u2019s operations while maximizing efficiency and value.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Next, our <strong>Transport team builds a custom transportation process<\/strong>, whether the client requires B2C or B2B services, pallet shipments, parcel lockers, or any combination of these. The flexibility and precision of our transport solutions ensure that clients receive exactly what they need to succeed.<\/p>\n<\/div>\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Warsaw Site Tour\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/krbGtZcr9KQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Smooth implementation and hypercare<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Finally, we ensure a smooth transition through <strong>onboarding and hypercare support<\/strong>. Our teams remain closely engaged during implementation, ensuring that the process functions effectively and addressing any challenges that arise during the critical initial period.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At every stage, our culture of client centricity shines through. By prioritizing tailored solutions and proactive collaboration, Radial ensures that our clients receive more than just services. They gain a true partner dedicated to their success.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Dedicated account managers<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At Radial, we believe that building strong, individualized relationships with our clients is fundamental to delivering exceptional service. Each client is assigned to a <strong>dedicated Account Manager (AM)<\/strong>, who acts as the central point of contact for all aspects of the day-to-day business relationship. The AM oversees the contract, services, quality and pricing while managing regular communication to ensure seamless collaboration.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Operational oversight and strategic leadership<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>The Account Manager\u2019s role extends beyond operational oversight. They participate in <strong>operational meetings<\/strong>, organize <strong>Quarterly Business Reviews (QBRs)<\/strong>, and present critical performance metrics such as SLAs and KPIs, ensuring transparency and alignment. For clients operating across multiple sites, the AM serves as a <strong>Single Point of Contact (SPOC)<\/strong> across Europe and the UK. This simplifies communication and provides a unified perspective on Radial\u2019s services. Additionally, the AM takes the lead in presenting proposals for new products or services requested by the client and oversees their smooth implementation.<\/p>\n<\/div>\n\n\n\n<div class=\"image\">\n\t\t\t<picture>\r\n<source data-image-size=\"image_block_small\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Warsaw_Tomasz_Irek_A_frame-aspect-ratio-47-30-1-564x360.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Warsaw_Tomasz_Irek_A_frame-aspect-ratio-47-30-1-1128x720.jpg 2x\" media=\"(max-width: 600px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"image_block_large\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Warsaw_Tomasz_Irek_A_frame-aspect-ratio-47-30-1-940x600.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Warsaw_Tomasz_Irek_A_frame-aspect-ratio-47-30-1-1880x1200.jpg 2x\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Warsaw_Tomasz_Irek_A_frame-aspect-ratio-47-30-1-940x600.jpg\">\r\n<\/picture>\t\t\t\t\t<div class=\"image__caption\">\n\t\t\t\t<p>Tomasz Okowiak, Site Manager and Irek Binkowski, Operations Manager at Radial Poland, showcasing the A-frame solution designed for a a fast-growing direct-selling company.<\/p>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Hands-on support teams<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>To further strengthen the relationship, clients benefit from a <strong>dedicated warehouse team<\/strong>. The team includes key personnel like Team Leaders and Logistics Coordinators. It ensures that the client\u2019s operations are managed with the highest level of care and expertise, providing a tailored approach to their specific requirements.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Senior management involvement<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Our commitment to client relationships goes all the way to the top of the organization. <strong>Senior Management, including the CEO, COO, and CTO<\/strong>, is actively involved in client relationships. They attend interim meetings and stay informed about each client account. This high-level engagement ensures that our leadership remains attuned to the quality of service, ongoing initiatives, and any challenges that may arise.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Client centricity in our team&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>To maintain this high standard of client focus, Radial prioritizes hiring and investing in people who share our vision of <strong>client centricity<\/strong>. This ensures our teams are aligned with our philosophy of tailoring solutions, rather than adhering to a rigid, product-centric approach. We focus on continuously developing our team members, fostering a culture that thrives on collaboration, innovation, and a shared commitment.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At Radial, we embrace the ethos that <strong>\u201cthe client is always right.\u201d<\/strong> This mindset permeates every level of our organization, driving us to adapt and innovate continually.<\/p>\n<\/div>\n\n<div class=\"quote-block no-image\">\n\t        <div class=\"quote-block__left animate\">\n\t\t\t<svg width=\"84\" height=\"55\" viewBox=\"0 0 84 55\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M62.0658 55C57.9497 55 54.4023 53.9562 51.4236 51.8686C48.4449 49.7275 46.1431 46.9708 44.5184 43.5985C42.9478 40.2263 42.1625 36.6131 42.1625 32.7591C42.1625 26.0146 44.4642 19.7251 49.0677 13.8905C53.6712 8.05596 59.412 3.42579 66.2901 0L84 10.1168C79.9381 11.9367 76.2553 14.1582 72.9516 16.781C69.648 19.4039 67.2921 22.455 65.8839 25.9343C69.5667 26.6302 72.735 28.1825 75.3888 30.5912C78.0967 32.9465 79.4507 36.0511 79.4507 39.9051C79.4507 44.0803 77.7988 47.6399 74.4952 50.5839C71.1915 53.528 67.0484 55 62.0658 55ZM19.9033 55C15.7872 55 12.2398 53.9562 9.26112 51.8686C6.2824 49.7275 3.98066 46.9708 2.3559 43.5985C0.785299 40.2263 0 36.6131 0 32.7591C0 26.0146 2.30174 19.7251 6.90522 13.8905C11.5087 8.05596 17.2495 3.42579 24.1277 0L41.8375 10.1168C37.7756 11.9367 34.0928 14.1582 30.7892 16.781C27.4855 19.4039 25.1296 22.455 23.7215 25.9343C27.4043 26.6302 30.5725 28.1825 33.2263 30.5912C35.9342 32.9465 37.2882 36.0511 37.2882 39.9051C37.2882 44.0803 35.6364 47.6399 32.3327 50.5839C29.029 53.528 24.8859 55 19.9033 55Z\" fill=\"#0070c0\"\/>\n<\/svg>\n\t\t\t        <\/div>\n\n\n        <div class=\"quote-block__right animate\">\n\t\t\t                <q class=\"quote-block__quote\">\n\t\t\t\t\t<p>Satisfied clients form the backbone of our long-term partnerships<\/p>\n                <\/q>\n\t\t\t\n\t\t\t\t\t\t\n            <div class=\"quote-block__profesional-title\">\n\t\t\t\tJacek Mainka, Business Manager\t\t\t\t\t\t\t\t            <\/div>\n\n\t\t\t        <\/div>\n\t<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Guaranteed performance standards<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At Radial, quality is at the core of everything we do. As a leading logistics operator, we take pride in consistently delivering services that meet or exceed our clients\u2019 expectations. This commitment is formalized through our contracts, where we guarantee the achievement of specific SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) target levels.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Continuous investment in development<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>To maintain the highest standards, we prioritize ongoing investment in both our operations and those of our clients. Our focus on development ensures that we stay ahead of industry trends and consistently improve the logistics processes we manage. Key areas of investment include:<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Advanced Technologies:<\/strong> Enhancements in Transportation Management Systems (TMS) and Warehouse Management Systems (WMS).<\/li>\n\n\n\n<li><strong>Automation:<\/strong> Implementation of warehouse automation to increase efficiency and accuracy.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"image\">\n\t\t\t<picture>\r\n<source data-image-size=\"image_block_small\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/5060_AMR_Bin_Mover_min-aspect-ratio-47-30-564x360.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/5060_AMR_Bin_Mover_min-aspect-ratio-47-30-1128x720.jpg 2x\" media=\"(max-width: 600px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"image_block_large\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/5060_AMR_Bin_Mover_min-aspect-ratio-47-30-940x600.jpg\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/5060_AMR_Bin_Mover_min-aspect-ratio-47-30-940x600.jpg\">\r\n<\/picture>\t\t\t\t\t<div class=\"image__caption\">\n\t\t\t\t<p>Nearly 300 autonomous mobile robots (AMRs) support our e-commerce fulfillment operations in Groningen in the Netherlands.<\/p>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Scalability and future-readiness<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Our ability to support client growth is unparalleled. We offer <strong>high scalability<\/strong>, ensuring that as our clients expand, their logistics operations remain seamless. Whether it\u2019s additional storage capacity or increased workforce support, we\u2019re always prepared to scale in response to their needs.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Client portal with real-time insights<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>One of our standout achievements is the development of the <strong>Client portal<\/strong>. This cutting-edge platform provides clients with full visibility into their logistics operations. Through the portal, clients can access both current and historical data on:<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>Inbound and outbound shipments<\/li>\n\n\n\n<li>Inventory levels<\/li>\n\n\n\n<li>Returns management<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>As of this year, we\u2019ve taken transparency to the next level by presenting <strong>real-time core SLAs<\/strong>, such as <strong>On-time shipping<\/strong>. Soon, additional metrics like <strong>Outbound Accuracy<\/strong> will also be available in real time. This innovation empowers clients to monitor their operations with unparalleled precision and respond proactively to any emerging challenges.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Collaborative quality assurance<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Quality at Radial isn\u2019t just about data. It\u2019s about dialogue. We engage in regular discussions with clients to review their performance metrics, identify opportunities for improvement, and align our strategies.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Combining innovative technology, scalable solutions, and transparent communication we consistently deliver quality that drives measurable results for our clients.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Commitment to continuous improvement<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>This year, we launched the <strong>Continuous Improvements <\/strong>initiative, a proactive effort to identify areas where we can enhance our services. By focusing on potential developments, we aim to boost productivity, streamline processes, and even create opportunities for cost optimization.<\/p>\n<\/div>\n\n<div class=\"card-list-block\" is=\"card-list-block\">\n\t\t\t\t\t<h2 class=\"card-list__title animate\">Continuous improvement in practice<\/h2>\n\t\t\n    <div class=\"card-list\">\n\t\t\t\t\t\t\t\t\t<div class=\"card-list__element animate\" data-delay=\"0.25s\">\n\t\t\t\t\t\t\t\t\t\t\t    <div class=\"card\">\n                    <div class=\"card__link no-link\">\n                    <div class=\"card__image\">\n                                        <picture>\r\n<source data-image-size=\"card_small_43_20\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-43-20-495x230.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-43-20-990x460.jpg 2x\" media=\"(max-width: 540px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_medium_43_20\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-43-20-860x400.jpg\" media=\"(max-width: 899px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_large_3_2\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-3-2-369x246.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-3-2-738x492.jpg 2x\" media=\"(max-width: 1919px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_huge_3_2\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-3-2-495x330.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-3-2-990x660.jpg 2x\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/MObile_Totes-aspect-ratio-3-2-495x330.jpg\">\r\n<\/picture>                            <\/div>\n\t\t\t                <div class=\"card__title\">\n\t\t\t\t\tMobile TOTEs                <\/div>\n\t\t\t\t\t\t                <div class=\"card__summary\">\n\t\t\t\t\t<p><strong>Challenge:<\/strong><\/p>\n<p>The goal was to increase outbound productivity and streamline processes like picking and packing for greater efficiency.<\/p>\n<p><strong>Solution:<\/strong><\/p>\n<p>Mobile totes replaced the stationary ones, which were pre-installed in the carts.<\/p>\n<p><strong>Effect:<\/strong><\/p>\n<p>The process is now smoother and more efficient, with totes moved on mobile racks, eliminating picker wait times. Packers&#8217; movements are reduced by 50%, and a &#8220;problem card&#8221; system with a troubleshooting station ensures only one MTOTE is blocked during issues, minimizing disruptions.<\/p>\n                <\/div>\n\t\t\t\t\t\t\n                    <\/div>\n                \n    <\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t    \t\t\t    \t\t\t\t\t\t\t<div class=\"card-list__element animate\" data-delay=\"0.5s\">\n\t\t\t\t\t\t\t\t\t\t\t    <div class=\"card\">\n                    <div class=\"card__link no-link\">\n                    <div class=\"card__image\">\n                                        <picture>\r\n<source data-image-size=\"card_small_43_20\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Pigeon-holes-aspect-ratio-43-20-495x230.jpg\" media=\"(max-width: 540px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_medium_43_20\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Pigeon-holes-aspect-ratio-43-20.jpg\" media=\"(max-width: 899px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_large_3_2\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Pigeon-holes-aspect-ratio-3-2-369x246.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Pigeon-holes-aspect-ratio-3-2-738x492.jpg 2x\" media=\"(max-width: 1919px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_huge_3_2\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Pigeon-holes-aspect-ratio-3-2-495x330.jpg\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Pigeon-holes-aspect-ratio-3-2-495x330.jpg\">\r\n<\/picture>                            <\/div>\n\t\t\t                <div class=\"card__title\">\n\t\t\t\t\tPigeon holes                <\/div>\n\t\t\t\t\t\t                <div class=\"card__summary\">\n\t\t\t\t\t<p><strong>Challenge:<\/strong><\/p>\n<p>The challenge was to maximize stock while using the least amount of space, and also create a potential replenishment area.<\/p>\n<p><strong>Solution:<\/strong><\/p>\n<p>Implementation of &#8220;Pigeon holes&#8221; in available unused space.<\/p>\n<p><strong>Effect:<\/strong><\/p>\n<p>Banana boxes: The location space was not fully utilized, with 11.3 locations per square meter, and additional paid space was required.<br \/>\nPigeon holes: The location space was fully utilized, with 18.92 locations per square meter, making use of space the client is already paying for under the contract.<\/p>\n                <\/div>\n\t\t\t\t\t\t\n                    <\/div>\n                \n    <\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t    \t\t\t    \t\t\t\t\t\t\t<div class=\"card-list__element animate\" data-delay=\"0.75s\">\n\t\t\t\t\t\t\t\t\t\t\t    <div class=\"card\">\n                    <div class=\"card__link no-link\">\n                    <div class=\"card__image\">\n                                        <picture>\r\n<source data-image-size=\"card_small_43_20\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Value_Added_Services_VAS-aspect-ratio-43-20-495x230.jpg\" media=\"(max-width: 540px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_medium_43_20\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/Value_Added_Services_VAS-aspect-ratio-43-20-860x400.jpg\" media=\"(max-width: 899px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_large_3_2\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/Value_Added_Services_VAS-369x246.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/Value_Added_Services_VAS-738x492.jpg 2x\" media=\"(max-width: 1919px)\" type=\"image\/jpeg\">\r\n<source data-image-size=\"card_huge_3_2\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/Value_Added_Services_VAS-495x330.jpg, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/Value_Added_Services_VAS-990x660.jpg 2x\" type=\"image\/jpeg\">\r\n<img decoding=\"async\" alt=\"\" src=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/Value_Added_Services_VAS-495x330.jpg\">\r\n<\/picture>                            <\/div>\n\t\t\t                <div class=\"card__title\">\n\t\t\t\t\tVAS optimization                <\/div>\n\t\t\t\t\t\t                <div class=\"card__summary\">\n\t\t\t\t\t<p><strong>Challenge:<\/strong><\/p>\n<p>Adjusting the Value-Added Services (VAS) process to improve efficiency.<\/p>\n<p><strong>Solution:\u00a0<\/strong><\/p>\n<p>Collaborating with the client to set production lead times.<\/p>\n<p><strong>Effect:\u00a0<\/strong><\/p>\n<p>Improved kit quality and assembly times, leading to reduced kitting costs.<\/p>\n                <\/div>\n\t\t\t\t\t\t\n                    <\/div>\n                \n    <\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t    \t\t\t    \t\t\t\t\t\n\t\t\t<\/div>\n<\/div>\n\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Measuring satisfaction through NPS<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At Radial, client satisfaction is not just a metric. It is the cornerstone of our business philosophy and a key driver of long-term success. We regularly measure our clients\u2019 satisfaction with the services we provide, our level of support, and the quality of daily interactions using <strong>Net Promoter Score (NPS)<\/strong> surveys. The results are reported internally within the Radial group and externally to our parent company, bpost. In our most recent survey for Q3 2024, an impressive <strong>41% of responses rated us a perfect &#8220;10,&#8221;<\/strong> reflecting the strength of our relationships and the value we deliver.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Why satisfaction matters<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>We firmly believe that achieving high levels of client satisfaction is critical for ensuring <strong>business continuity<\/strong>, <strong>financial success<\/strong>, and mutual growth. Satisfied clients are not only more likely to stay with us, they also form the backbone of our long-term partnerships. Many of our clients have been with us for over a decade, a testament to the trust and reliability we\u2019ve cultivated. Remarkably, in our history, no client has left Radial due to dissatisfaction with service quality &#8211; a record we are deeply proud of.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>This initiative underscores our dedication to exceeding our clients\u2019 expectations. It\u2019s a shared mission that unites our teams and drives our ongoing commitment to excellence.<\/p>\n<\/div>\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile\" style=\"grid-template-columns:25% auto\"><figure class=\"wp-block-media-text__media\"><img fetchpriority=\"high\" decoding=\"async\" width=\"710\" height=\"893\" src=\"https:\/\/www.radial.com\/files\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait.jpg\" alt=\"\" class=\"wp-image-68715 size-full\" srcset=\"https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait.jpg 710w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-239x300.jpg 239w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-477x600.jpg 477w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-286x360.jpg 286w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-572x720.jpg 572w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-499x628.jpg 499w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-595x748.jpg 595w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-183x230.jpg 183w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-366x460.jpg 366w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-318x400.jpg 318w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-636x800.jpg 636w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-196x246.jpg 196w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-391x492.jpg 391w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-262x330.jpg 262w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-525x660.jpg 525w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-358x450.jpg 358w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-350x440.jpg 350w, 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https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-398x500.jpg 398w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-469x590.jpg 469w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-181x228.jpg 181w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-363x456.jpg 363w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-509x640.jpg 509w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-374x470.jpg 374w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-407x512.jpg 407w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-336x422.jpg 336w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-671x844.jpg 671w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-149x188.jpg 149w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-299x376.jpg 299w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-412x518.jpg 412w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-278x350.jpg 278w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-557x700.jpg 557w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-176x221.jpg 176w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-352x443.jpg 352w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-37x46.jpg 37w, https:\/\/www.radial.com\/wp-content\/uploads\/2024\/12\/12\/NN_Group_visit_Warsaw_Radial_Poland_Jacek_Mainka_portrait-73x92.jpg 73w\" sizes=\"(max-width: 710px) 100vw, 710px\" \/><\/figure><div class=\"wp-block-media-text__content\"><div class=\"core-paragraph-block\">\n<p><a href=\"https:\/\/www.linkedin.com\/in\/jacekmainka\/\">Jacek Mainka<\/a>, Business Manager, Radial EU<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Jacek joined Radial 11 years ago, transitioning from Technicolor where he served as an Account Executive for the Walt Disney Company in the optical discs sector (DVDs and Blu-rays). At Radial, he began as an Account Executive and progressed through roles such as Client Services Team Leader and Client Services Team Manager. For over two years now, Jacek has held the position of Business Manager, overseeing the Account Management team and ensuring client satisfaction while supporting internal and external stakeholders in achieving their business objectives.<\/p>\n<\/div><\/div><\/div>\n\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"template":"","insight_type":[],"solution":[399],"class_list":["post-68590","insight","type-insight","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/68590","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/types\/insight"}],"version-history":[{"count":26,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/68590\/revisions"}],"predecessor-version":[{"id":68808,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/68590\/revisions\/68808"}],"wp:attachment":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/media?parent=68590"}],"wp:term":[{"taxonomy":"insight_type","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight_type?post=68590"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/solution?post=68590"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}