Account Management

With a 40 year heritage in the UK, Asendia has developed a culture of continuous improvement and proactivity, and our customer services procedures are compliant with the ISO9001:2008 quality standard and the DMA’s best practice guidelines.

As well as these formal processes we also employ genuinely friendly and supportive customer facing people who will go the extra mile to do a great job for you. Each client is allocated an Account Manager who's job is to build a partnership with you, and they will meet with you as required to review your account and update you on developments at Asendia.


Your account management team

Each one of our clients is assigned an Account Manager who is responsible for the day-to-day delivery of Asendia's services, and they are a client’s main contact. Account Managers work within a small team of Customer Service Executives.

Account Managers handle strategic issues such as pricing, implementation, recommending additional services a client may benefit from, and reviewing our performance against the Service Level Agreement.

You will be given the direct telephone numbers and email addresses of your account management team, and we do not have voicemail so your call will get answered.

We actively measure customer satisfaction through our annual Customer Survey and monthly 'How Are We Doing' activity, in addition to normal review meetings.


Implementation of customer projects

We take a partnership approach working closely with you and your other suppliers to ensure that work is implemented smoothly. We have a professional and documented implementation procedure.


Service level agreements and review meetings

We work in partnership with clients and where appropriate set service levels, these are key to measuring performance, and achievement against these will be discussed at regular account review meetings.


Business continuity planning

We are conscious of the effect of a disaster on our customers, which is why we have documented our plans, and invested in Business Continuity resources both internal and external, ready for situations that we sincerely hope will never arise.


Investors in people

Asendia’s commitment to the training and development of its employees is illustrated by our Investors in People status. This investment helps us to deliver unrivalled customer service.