What Is A Customer Council?

In Borusan Cat Customer Council, which was established in February 2021 with the sponsorship of Mr. Özgür Günaydın, are committed to improving and providing consistency to the customer experience. We deliver services in more than 40 locations in 6 countries and strive to ensure that the experience we provide to our customers is above the generally accepted standards. Long story short, our goal is to maintain a high and stable level of customer service quality.

The Borusan Cat Customer Council team consists of 16 people and includes representatives from 6 countries, 3 industries, and support functions. At the Council, we always attach great importance to joint decision-making. And we always remember how important it is to focus on the big picture.

One of the most significant duties of Council Representatives is to be the link between the Council and their functions. Our Customer Council works on a rotational basis. So no one is there permanently. The development and change of members bring dynamism and fresh perspectives to our board.

The most important step we have taken towards standardization in 2021 is the introduction of the CFI, or Customer Focus Index. The CFI, which had 4 parameters at the time of its introduction last year, since 2022, was increased by us to 5 parameters. The CFI is a measurement tool that allowed us to follow our vision and our customer orientation. At Borusan Cat, we must know our customers very well, be with them and offer them proactive solutions. The above-mentioned aspects make up the first 3 parameters, and they result in an increase in the Customer base and the number of invoices issued by us, which we take as the fourth parameter.

Our Customer Council has chosen the 4 areas listed below as a priority for its activities in 2022

1) Customer Feedback Management

2) Quality of the Activities

3) Equipment Master Data

4) Customer Perception Process

The most significant advantage the CFI brought us was the fact that it gave us standardization. In addition, last year we also worked on the development of the Customer Manifesto. We created training documents and took videos. We have not only explained the essence of the CFI, but we have made efforts to disseminate information about the sales funnel. Since last year, our initiative group has been continuously working on improving the quality of customer service as well.

Our Customer Manifesto has 8 items.

We keep our promises and act transparently and honest.
We follow codes of ethic and we respect fair competition.
We act as a long-term solution provider of our customers.
We understand our customers’ potential challengesand offer alternative solutions.
We enhance technology to create,innovate and offer new solutions.
We respect the feedbacks of our customers.
We lead and inspire
We care about our World.

Our manifesto is our promise to our customers. And our promise to ourselves as well. We guarantee our customers that by providing them with the highest level of service, we will facilitate their work and allow them to feel in safe hands. From this point of view, the manifesto is of fundamental importance to us.

I believe in continuous improvement. Thanks to the help of our Customer Council, we have created a platform where different people come together and learn together. Last year, our colleagues studied customer trends as part of an initiative to improve customer experience. Among these trends was to become a "Partner in Life" for our Customers.

We say: "We Create Solutions For a Better World." That is why I believe that in the long term, society, the world, our customers, and ourselves will emerge victorious through proximity to our customers, a better understanding of their needs, earlier fault detection, and error-free maintenance and repair of machines... Our doors are always open for everyone's new ideas, and we continue to find solutions together.

Manifest : https://www.borusancat.com/assets/document/manifest/Manifestoen.pdf

Yeşer Balmumucu

Author

Yeşer, who joined Borusan in 1997, has been working at Borusan Cat since March 2019. Along with being the Internal Control Service Leader responsible for 6 countries, she also chairs the Customer Council.

She believes that she is constantly evolving both in business and in her personal life. Yeşer, who has been successfully oriented on people and processes, is also a good facilitator.

She thinks that her most important value is to be useful to people, the environment, and the society in which she lives. She calls herself a citizen of the world and tries to be at the service of her environment. She attaches particular importance to volunteering.