- MACMILLAN DISTRIBUTION
- KLIX OUTLOOK
A commitment to customer engagement and choice underpins the uniquely personal service that Mars Drinks delivers for Macmillan Distribution.
“We have KLIX® drinks machines located close to every work area, so people can just go and get a drink whenever they want to. The KLIX® machines are ideal for our warehouse environment. Quick, easy and very efficient, they provide everything we need. Hot drinks in the winter, cold drinks in the summer, and staff get to choose the products they want us to stock in the machines.”Phil Worsley, Maintenance Senior Team Leader,
Macmillan Distribution (MDL) is a division of Macmillan Publishers International Limited. Macmillan is one of the largest and best-known international publishers in the world, characterised by high-quality academic and scholarly, educational, fiction and non-fiction publishing in many forms.
Over the last six years MDL has invested £12m in building state-of-the-art warehousing and storage facilities near Swansea. Mars Drinks has been providing refreshments at this site for more than eight years, in a close collaboration that has resulted in employees being encouraged to design the drinks service they want.
The warehouse environment is busy, with more than 230 staff in a variety of roles, from stock management, control and dispatch to forklift drivers, a full maintenance team, electrical and mechanical engineers and a range of office staff. Employee welfare is something MDL takes very seriously, and providing free drinks on site is part of this commitment.
MDL greatly values the additional contribution that Mars Drinks makes in engaging directly with employees to ensure they are able to help create the drinks solution they want. “Our Customer Account Manager from Mars Drinks regularly comes down here to run tasting sessions and get feedback from the staff about the drinks,” continues Phil. “She also carries out engagement surveys, talking to staff, gaining feedback – which most of them are more than happy to help with because their answers have a direct impact on the drinks we’re able to provide for them. “Our Account Manager ensures the survey results are shared with us and this can have a positive effect with the menu in the KLIX® machine. For example one survey highlighted that a lot of our employees wanted a lighter/low calorie drink option, so we introduced Galaxy low-calorie hot chocolate.
When it comes to the day-to-day running of the account, Phil is more than satisfied. “The order process is very simple – it’s all done online by our receptionists,” he says. “If ever we need an engineer for any reason we just call a helpline and someone comes out the next day. It’s always a first time fix, too – I’ve never known them not be able to fix or resolve any issues straight away.”
MDL greatly values the close working relationship. “We really appreciate the lengths to which Mars Drinks goes to ensure we get a bespoke service. The combination of our choice of KLIX ® machines and our Account Manager’s proactive input results in the perfect drinks solution for us,” says Phil Worsley. This is a great example of Mars Drinks’ commitment to engaging with its customers throughout the lifetime of their relationship, to ensure that each customer receives the personalised and proactive service on which the company prides itself.