Machine Advisor

Routeco restructure in UK to four Customer Service Centres

13 July 2020

Routeco announced that, with immediate effect, it has restructured its UK branch network to four new regional Customer Service Centres located in Manchester, Leeds, Bristol and Milton Keynes.

Dave Amps, Managing Director at Routeco says, “Routeco have developed a very successful branch network over the last 42 years, as this was felt to be the best way to provide local service and to develop long-standing customer relationships. 
“In 2020 we are faced with significant changes in the digital landscape and the way in which customers can and want to partner with us. Therefore, over the past 18 months the leadership team have been reviewing the structure and the needs of both Routeco and its customers. 
“We are very pleased that we have been able to retain a number of our associates in a ‘remote working’ capacity and have therefore minimised several redundancies as a result of these changes.
“To ensure that we are well positioned to support our customers’ needs, both now and in the future, we will be investing in a number of key areas to provide the highest levels of customer service and technical support when contacting our Customer Service Centres.
“One of these key areas is the delivery of technical workshops, technology updates and networking sessions. This is something that we have taken great pleasure in arranging, across our branch network and local venues and we will continue to run similar sessions, locally and at the Customer Service Centres. We will also be investing in a Customer Technology Centre, located in Scotland, which will enable us to deliver sessions locally to our Scottish customers.
“As technology advances and the varying ways in which our customers choose to interact with us evolves, it is critical that we continue to invest in our digital strategy – enhancing the user experience when interacting with us online and delivering a true omni-channel experience. Alongside this we will be investing in more account management resource, to support customers accessing our entire range of products and services, whilst also investing in our external sales and product sales specialist teams to help our customers with the adoption of new technology.
“We would like to reiterate that this structure review has been taking place over the last 18 months and is not therefore a response to the COVID-19 pandemic and we would like to thank all of our customers and suppliers for your continued support during this period.”

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