IBC Simply, a food and drink manufacturer and supplier based in St Albans has won an award for its “world class customer service”.
Hertfordshire Chamber of Commerce’s Excellence in Customer Commitment award was presented to IBC Simply (Italian Beverage Company) at this year’s Inspiring Hertfordshire Awards at the Warner Bros. Studios in Leavesden.
IBC Simply has been creating and delivering quality products for more than 25 years, currently providing 300 products for the food service industry, such as flavoured syrups, smoothies and hot chocolates. Customers range from independent, local cafes and chains such Simmons Bakers, Tesco Café, easyCoffee and also to well-known chains internationally including such as Costa Coffee Poland.
Judges commented on the firm’s determination and dedication to providing “world class customer service”.
Briege Leahy, CEO of Hertfordshire Chamber of Commerce, said: “It is crystal clear to see that IBC Simply are an extremely customer-focused company with amazing growth.”
Their mantra, “when you buy Simply you become part of the IBC Simply family”, reflects the importance of customers to the business.
As part of the company’s dedication to its customers, feedback is reviewed monthly and highlighted issues are resolved where possible. Sometimes the business sends a surprise gift, such as a box of chocolates.
Scott Davis-Green, Head of Operations, at IBC Simply said:
“After being shortlisted in the 20/21 awards, we were determined to improve our strategy and go that extra mile to become the customer service leaders in our industry. We are honoured and proud to have won this year’s award and it is a true testament to the commitment and hard work of our entire team.”
IBC Simply invests in customer service staff training and successfully offers incentives for achieving 100 per cent on call qualities.
To measure customer feedback, the business has implemented NPS (Net Promoter Scoring) to measure service levels, which reached 100 per cent in March 2022 and ‘How did we do today?’ to all emails, as well as carrying out monthly call qualities.
Despite the hospitality sector shutting down during the Covid-19 pandemic, IBC Simply continued to provide their products to many regular customers through online sales platforms such as Amazon and other ecommerce distributors.
Briege added: “The awards ceremony is always a highlight in the Chamber’s calendar and this year was no different. It was wonderful tocelebrate the achievements and contribution of the county’s businesses and charitable organisations.
“The awards are also a fantastic opportunity for Hertfordshire businesses to showcase their performance and achievements to the Hertfordshire business community and beyond.”
In addition to winning the Excellence in Customer Commitment award, IBC Simply were also highly commended in the Family Business of the Year category.
Now in its 11th year, the Inspiring Herts awards took place on June 9 and included categories such as Excellence in People Development, Excellence in International Trade, The Green Award, Workplace Wellbeing Award and Best Use of Technology.
Around 400 delegates attended the awards ceremony, which was sponsored by Viatris and SA Law, along with a number of local dignitaries, including; Kate Holland Hibbert, Deputy Lieutenant of Hertfordshire; and Professor Damian Ward, Dean, Hertfordshire Business School.