Saturday 4th September, 2010 (HK)
One-Stop Shop
Tailored Solutions
Dedicated Specialists
Extensive Partnerships
Established Delivery Network
Mail and Direct Marketing Solutions
Hong Kong, China, Asia Pacific
Client Services...
At DML we have created a working philosophy and environment that encourages a caring, motivated and professional approach to all aspects of our business. We foster a strong team spirit, provide cross-training and exposure amongst departments and provide incentive to every member of our team to deliver quality and exceed our clients' expectations. Open communications amongst all team members is strongly encouraged
Dedicated Account Management
Each client is allocated a dedicated Account Manager who provides direct support and acts as a convenient single point of contact at DML. The Account Manager is responsible for all internal coordination amongst departments and managers and for all day-to-day communications with the client.
All Account Managers are accountable to provide a monthly report to senior management at our proactive monthly review meeting, where all aspects of the services provided are openly discussed in order to seek greater efficiency, faster resolution of problems and a higher level of overall client satisfaction. In this way we continually strive to improve our products, communications and results.
Transparent Reporting
At the account set up stage we establish a clear communications policy with each client based on their needs and wishes.
All clients are encouraged to participate in our simple operations communications system which enables us to understand and monitor all operational flows and quickly identify anomalies, variances or potential problems during the entire operational process.
Most clients don't want to hear if everything is working smoothly as this is what they expect, but all our clients want to know if there is a problem at any stage. We recognize the importance of clear and effective communications at times of potential distress. Any problems or disruptions are also discussed at our regular internal review meetings in order to identify the problem source, avoid future re-occurrence and improve the quality of our services.
Invoicing
Some jobs are complex, involving a mixture of our mail and marketing services, multiple destinations and delivery methods, and perhaps multiple cost centres within a client's organization. We appreciate the need for easy to understand invoicing and always try to provide invoices in the format preferred by each client. We normally issue a weekly invoice which enables immediate cost visibility and allows our clients to budget and spend accordingly.