All for ONE - Issue#28

A FIRST
FOR MANTRAC GROUP
MANTRAC Team
CATERPILLAR Grants Alex Branch
Four Stars Award in Retail Section
MANTRAC Egypt’s Alexandria branch won
the Four-Stars Award in Retail Rating from
CATERPILLAR. By winning this award
MANTRAC demonstrated how continuous
effort to provide the best customer experience,
leads to customer retention and growth. Within
a period of 12 months the Alexandria branch
managed to provide world-class service, both
face-to-face and online. This has made a great
impression on our customers, especially the
small and medium-sized companies, targeted
by the retail sector and expanded growth
prospects.
CATERPILLAR assesses 60 factors from the
customer perspective, including the branch’s
website, entrance, equipment display area and
overall appearance of different areas such as
the maintenance workshop. Action plans are
created, discussed and approved to develop
each facet of the 60 factors, according to
CATERPILLAR best practice standards.
This could not have been achieved without the
efforts of the Branch Improvement Program
team. This achievement raised the branch
classification from two stars to four stars in
only one month. The rating also included
improving customer impressions.
In addition, MANTRAC thanked all the team that work on this project for their
important role in the success of this experiment, which is a promising environment
for an advanced customer service quality in the future.
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