Attention to detail and a close client relationship solve a client's problems

The Client

The Army & Air Force Exchange Service is an agency of the United States Department of Defence. The Service has bases across the UK and provides support to the men and women of the US armed forces.

The Requirement

AAFES had been experiencing problems with equipment deliveries not getting through due to the extremely tight security measures in places at their bases.

When they contacted their existing suppliers they always spoke to different people who were not up to speed with the job. The result was that they were appearing inefficient and unprofessional to their staff.

They therefore were looking for a supplier who could work with their systems and deliver with complete reliability.

The Solution

We appointed a dedicated account manager to be the single point of contact and with the necessary customer service skills.

We ensured that all delivery drivers carried photo ID and had all the necessary documentation to gain access to the base and make the deliveries on time.

While the solution was simple, by putting the appropriate processes in place, we resolved what had become a major problem for AAFES and so have been sourcing and delivering IT hardware for them for several years now.