GIVI Magazine - Maggio 2017

ENGLISH TEXT THE STRENGTHS OF OUR CUSTOMER CARE • RESPONSE TIMES FOR REQUESTS ON AVERAGE VERY SHORT. • RAPID COLLATERAL MANAGEMENT THROUGH DIRECT CONTACT WITH END-USERS AND DEALERS, INCLUDING THROUGH SOCIAL NETWORKS, ABLE TO REACH MOTORISTS IN DIFFICULTY ALL AROUND THE WORLD AND SEND INDEPENDENTLY ANY SPARE PARTS). • CUSTOMERS THEMSELVES: THAT FOR BUSINESS (B2B) OR PASSION (B2C) CONSTITUTE A CONSIDERABLE WEALTH IN TERMS OF IDEAS, EXPERIENCES, TIPS, INFORMATION; • CONTINUOUS IMPROVEMENT: IF THERE IS ANYTHING THAT WE CAN IMPROVE, AND CERTAINLY THAT IS THE CASE, YOU CAN BE SURE THAT WE WILL EVALUATE IT. FOR EXAMPLE, THE JOINT EFFORT TO REDUCE THE LEAD- TIME FROM ORDER TO DELIVERY FOR MANY EUROPEAN CUSTOMERS, TO ENSURE INCREASED SHIPMENTS AND ALLOW IMPORTERS A MORE THOROUGH PROCESS OF BUYING AND PLANNING OF THE STOCK AND MORE TIMELY DELIVERIES. ANOTHER GOOD EXAMPLE PRICE LISTS: TO CONTINUE TO ENSURE COMPETITIVE PRICES TO DEALERS AND CONVENIENT FOR THE END CONSUMERS, THEY ARE MODIFIED ONLY WHEN THERE ARE REAL INCREASES IN THE PRODUCTION COSTS. Sarah, Chiara and Nadia run the Customer Care international. Each of them knows at least two languages and deals with a geographic area which is very, very wide. To the activities related to customer care, the office also adds a greater commitment on the administrative level. Who is your partner? Mostly the brand distributors. To take advantage of this privileged channel are also some dealers, the most important ones in terms of turnover. On which part of the supply chain does your work develop? Virtually we follow from beginning to end. From the operational management support of the order to booking couriers to assistance before and after sales. In between are all the issues related to administrative differences, customs, certification, etc. You certainly do not have time to get bored ... Some examples related to differences you listed? It’s well-known that more certification bodies affect the helmets department but few are aware that in some countries, including Germany, even the windshield must undergo certification. Differences also affect vehicles, particularly in Asia, where a specific motorcycle model is not always identical to the version sold in the rest of the world ... Here it is important to exchange information between our technical office and the distributor. Sometimes the latter report problems related to compatibility. Are you autonomous in your work? There is an ongoing relationship with the export reference manager. The guidelines set by the company does not limit our decision-making autonomy. SARAH, when did you arrive at GIVI? "Nine years ago. I gained experience in Customer Care in Milan, where I lived before personal events brought me to move to Brescia. GIVI welcomed me like family and gave me the opportunity to grow further on a human and professional level”. What kind of training do you need to do your job? I have a degree in Public Relations. The old system prepared you to work through a wide base in various areas, including commercial and administrative ones, but today is focused towards marketing and communication. My preparation has allowed me to choose more freely the workplace. The main language used is English, but there are situations when Spanish and sometimes German are needed. Let's get specific. What is your role in the GIVI customer care? I share with my colleagues everything that goes beyond the Italian borders. Practically all countries where the brand has a branch office or distributor. So each of you follows a specific area? Yes and no. We mostly work for nations. I mainly follow Asia and North Africa, North America and Australia. To which we add a few customers in South America. Europe is "divided" among us also based on knowledge of languages. Are distributors only clients or is there more? There is a relationship that goes beyond the exchange of job information. With some partners friendship is established and when we meet at trade shows it is always a party. We exchange of hugs and sometimes small presents. Personally, this happens with all my old time customers. The Colombian customers are always very attentive and never fail to make me have a personal thought. Let’s talk about work flow. Problematic requests? Personally I have a little problem with fittings (and who doesn’t?). Each bike has a specific one and it often happens that this same vehicle is modified depending on the market. The case or helmets are easier to manage. CHIARA when did you arrive at the company and after what kind of training? I’ve been with GIVI for over a year. Initially with an outside contract ... then came the hiring. I have a degree in languages to address international management and I have a Master in internationalization of enterprises. A knowledge base that has allowed me to quickly relate with the customer care world. Before GIVI I worked in a company with both commercial and back office tasks. I speak English, French and Spanish. Which countries do you follow and which ones are more difficult? I follow South America, Canada, several European countries and Cambodia and Thailand. At the cultural level some difficulty can sometimes raise with South American countries ... almost always linked to the different way we perceive " time". Then everything is resolved. We are trained to always find the right compromise. Your team has an active role in the presentation of new products to distributors? No, actually the informational work is left to the commercial department and weekly memos updating on new equipment or consistency with the new motorcycle or scooter coming to the market. What are the requirements that engage you the most? For example, orders that have a difficult gestation, perhaps modified several times ... But nothing escapes our control. What do you like about this job? I like to get in direct contact with customers. I’ve only recently arrived in the company and so my experience is limited to the last edition of EICMA. What struck me was the sense of gratitude sent to GIVI by end users, from dealers and distributors. To create this you need reliability of products, quality care and support they receive from the commercial, administrative areas, by the Technical Office and also from our side as back-office / customer care. NADIA Why an only women’s team? Are you better than your male counterparts? Perhaps we are more prepared to multitask. And are your customers women or men? They are divided to 50 percent. When you arrived at GIVI and your studies ... As Chiara I’ve only been in the company for just over a year. I'm 21 and I'm the youngest of the three. My training stops at a Diploma in International Relations for marketing. In this area, I have had a chance to study business administration and economics, international law. And then I speak and write English, German and Spanish at sales and marketing level. It is this know- out that allowed me to enter GIVI, first as a substitute for a colleague, then permanently as a direct support to our German subsidiary and subsequently within the Customer Care Team as a reference for some importers. What do you do specifically? I’m responsible for sending our memos, concerning the list of updates and new products, and I have to make sure that everyone has received them. Sometimes I help Sarah with some clients. We often meet. Help each other. Specific geographical area? A part of Europe, especially the Scandinavian countries and those in Eastern Europe. In Asia I follow Russia: a real continent! "I love" the Russian importer, He is friendly and the relationship with his staff is wonderful. Is there an exchange with distributors? Where is the brand loyalty greater? Ours is an important brand in the motorcycle industry. Distributing the brand is prestigious and that counts a lot. I do not remember anybody who has decided to leave GIVI to join the competition! CAPTION IN ADDITION TO ADVISING THE CLIENT CONTRIBUTES THE TECHNICAL DEPARTMENT CONTRIBUTES MAINLY WITH THE SUPPORT OF MARIO AND ALESSANDRO.